Senior Analyst, IT Client Services

IT Client Support

What IT Client Support contributes to Cardinal Health Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value. IT Client Services provides Tier 1-3 virtual and physical support to the organization's end users for software, hardware, conference room technology and meeting support, warehouse technology, server, network, and enterprise systems issues.

Frequently responding to escalated issues from the IT Service Center family, this job family resolves user requests through discussions with users and coordination with internal and external resources and provides education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence. IT Client Services also maintains ownership for certain end user productivity platforms and capabilities, such as virtual environments, collaboration toolsets, warehouse device management and addresses service outages.

This job family acquires, installs and upgrades PC components, warehouse technology, and software, while also performing asset management for software and hardware. This is an on-site position, centralized at our Overland Park, KS Medical Distribution Center supporting multiple Overland Park/Kansas City area facilities.

• 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.
• Diagnoses and resolves unique problems with hardware, software and operating systems; determines the source of problems and classifies their level, priority and nature.
• Configures, deploys, maintains, troubleshoots, inventories and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Installs, removes and configures hardware and software.
• Addresses user tickets within documented service levels.
• Diagnoses and troubleshoots technical issues, including account setup and network configuration.
• Provides prompt and accurate feedback to clients and follows up to ensure their systems are functional.
• Works independently or via a team collaboration process.
• Provides support via in-person, phone, or remote methods.
• Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
• Partners with end users to correlate business requirements to technology solutions (strong business acumen).
• Prioritizes and manages several open issues at one time.
• Escalates unresolved issues to appropriate internal teams.
• Serves in a primary support role including after‑hour and weekend support as needed.
• Trips periodically to support business initiatives.

• Two‑year degree in a related field or equivalent work experience (preferred).
• Preferred: 2+ years experience in a related field.
• Experience supporting multi‑platform environments including Windows 10, Windows 11, Citrix, Microsoft W365, AWS desktops, Android, SOTI (preferred).
• Detailed knowledge of PC hardware, operating systems, network configuration, server interaction, diagnostics and troubleshooting (preferred).
• Working knowledge of hardware build, configuration, compatibility, upgrades, diagnostics and troubleshooting, and desktop‑based security methodologies (preferred).
• Working knowledge of configuration and troubleshooting of warehouse technologies such as laser printers, Zebra printers, wearable/handheld terminals, and IWD/RF scanners (preferred).
• Understanding of basic network topology, Ethernet, Wireless and TCP/IP protocol.
• Proactive, innovative and creative in meeting customer and enterprise needs.
• Strong analytical, problem‑solving, organizational and planning skills.
• Understanding of project management theory and team dynamics.
• Works well independently and as a member of a high‑performing team.
• Excellent verbal and written communication skills.
• Experience in a warehouse environment…