Tier 1 Support Analyst, IT Service Center

Cardinal Health • Annapolis, MD • 5h ago

What IT Service Center 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 Service Center resolves client/customer technical issues through virtual, real-time communication with clients/customers in accordance to service level objectives, processes, and procedures. This job family serves as a liaison between the client/customer and other internal Information Technology resources to resolve business issues related to technologies and, as necessary, escalates complex and large-scale issues to other job families. IT Service Center maintains a knowledge repository which is maintained for use across IT to assist in supporting clients/customers.

Responsibilities

Serve as the initial contact for IT support requests remotely through the IT Support phone intake queue.

Log, Categorize, and prioritize all incoming support requests in the IT ticketing tool.

Provide first-level troubleshooting and resolution for common technical issues including but not limited to:

Password resets and account access issues

Email and collaboration tools support

Software installation and configuration assistance

Basic network troubleshooting

Printing and peripheral device troubleshooting

Escalate unresolved or complex issues to higher-level support teams following established procedures

Deliver clear and courteous communication, ensuring users are kept informed of ticket status and resolution progress.

Follow IT policies, procedures, and service level agreements (SLAs) to ensure consistent and timely support

Document solutions and update knowledge base articles to aid future troubleshooting

Participate in ongoing training to maintain and grow technical knowledge.

Adhere to and uphold security posture of the organization; escalate immediately if unsure.

Qualifications

0-2 years of experience, preferred

Bachelor's degree in related field, or equivalent work experience, preferred

Any prior call center experience, specifically from a technical support perspective is a plus

What is expected of you and others at this level

Applies basic concepts, principles and technical capabilities to perform routine tasks

Works on projects of limited scope and complexity

Follows established procedures to resolve readily identifiable technical problems

Works under direct supervision and receives detailed instructions

Develops competence by performing structured work assignments

Anticipated hourly range: $22.30 per hour - $28.80 per hour

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with myFlexPay

Flexible spending accounts (FSAs)

Short- and long-term disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Application window anticipated to close: 05/04/2026 *if interested in opportunity, please submit application as soon as possible.

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

LI-Remote

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)

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