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Sr. Analyst – IT Client Support
| Company | Cardinal Health |
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| Location | Lewisville, TX, USA |
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| Salary | $27 – $38.69 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Bachelor’s degree in related field or equivalent work experience preferred
- 2+ years’ experience in related field preferred
- Hands-on experience with Windows/Linux/Mac OS environments preferred
- Proficient in Windows 7, 10, Office 365
- Proficient with Cisco VPN technologies and troubleshooting
- Working knowledge of Telecom technologies
- Proficient in use of Active Directory Users and Computers (ADUC)
- Ability to read, understand and write Standard Operating Procedures (SOP)
- Familiarity with remote desktop applications and help desk software preferred
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs preferred
- Excellent problem-solving, multitasking skills and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Customer-oriented attitude
Responsibilities
- Demonstrates knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
- Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.
- Diagnose and resolve unique problems with hardware, software and operating systems; determine the source of problems and classify their level, priority and nature.
- Configure, deploy, maintain, troubleshoot, inventory and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
- Installs/removes/configures hardware and software.
- Address user tickets within documented service levels
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Provide prompt and accurate feedback to clients and follow up with clients to ensure their systems are functional
- Ability to work independently or via a team collaboration process.
- Experience providing support via in-person, phone, or remote methods.
- Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Partners with end users to correlate business requirements to technology solutions (strong business acumen).
- Prioritize and manage several open issues at one time
- Properly escalate unresolved issues to appropriate internal teams
Preferred Qualifications
- Working knowledge of Telecom technologies. Interactive Intelligence and Genesys platform experience preferred
- Familiarity with remote desktop applications and help desk software preferred
- Knowledge of network security practices and anti-virus programs preferred
