Job Directory Senior Desktop Analyst

Senior Desktop Analyst
Lewisville, TX

Companies like
are looking for tech talent like you.

On Hired, employers apply to you with up-front salaries.
Sign up to start matching for free.


Job Description

What IT Client Support contributes to Cardinal Health

IT Client Support is responsible for providing Tier 2+ support for software and hardware devices (virtual or physical) related to desktops, laptops, warehouse technologies, and associated peripherals.

* 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. Ability to work independently or via a team collaboration process.Experience providing support via in-person, phone, or remote methods.
* Installs/removes/configures hardware and software.
* 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 effectively and escalates as needed.
* Responds to customer needs and services as assigned.


* Bachelors degree in related field or equivalent work experience
* 2+ years experience in related field preferred
* Applicable technical certifications preferred

What is expected of you and others at this level

* Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
* Works on projects of moderate scope and complexity
* Identifies possbile solutions to a variety of technical problems and takes actions to resolve
* Applies judgment within defined parameters
* Receives general guidance may receive more detailed instruction on new projects
* Work reviewed for sound reasoning and accuracy


* 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.
* Address user tickets within documented service levels
* Diagnose and troubleshoot technical issues, including account setup and network configuration
* Prioritize and manage several open issues at one time
* Walk customers through installing applications and computer peripherals
* Ask customers targeted questions to quickly understand the root of the problem
* Track computer system issues through to resolution, within agreed time limits
* Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue. (Remote troubleshooting using remote software.)
* Properly escalate unresolved issues to appropriate internal teams
* Test alternative pathways until you resolve an issue
* Refer to internal database or external resources to provide accurate tech solutions
* Record technical issues and solutions in logs
* Provide prompt and accurate feedback to clients and follow up with clients to ensure their systems are functional
* Document technical knowledge in the form of knowledge articles and manuals
* Serves as a mentor to Help Desk and Junior desktop analysts


* Proven work experience as a Senior Desktop Support Analyst or similar role
* Hands-on experience with Windows/Linux/Mac OS environments
* Good Strong understanding of computer systems, mobile devices and other tech products
* Ability to diagnose and troubleshoot basic technical issues
* Familiarity with remote desktop applications and help desk software
* Working knowledge of office automation products and computer peripherals, like printers and scanners
* Knowledge of network security practices and anti-virus programs
* Ability to perform remote troubleshooting and provide clear instructions
* Excellent problem-solving, multitasking skills and communication skills
* Ability to provide step-by-step technical help, both written and verbal
* Customer-oriented attitude
* Proficient in Windows 7, 10, Office 365
* Proficient with Cisco VPN technologies and troubleshooting.
* Working knowledge of Telecom technologies. Interactive Intelligence and Genesys platform experience preferred.
* Proficient in use of Active Directory Users and Computers (ADUC)
* Ability to read, understand and write Standard Operating Procedures (SOP)

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Let your dream job find you.

Sign up to start matching with top companies. It’s fast and free.