Tier 1 Support Analyst, IT Service Center

IT Service Center

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 primarily on-site in the Fresno office, as well as through the phone intake queue, email, MS Teams, and the IT Ticketing system.
• Log, categorize, and prioritize all incoming support requests in the IT ticketing tool.
• Provide first-level troubleshooting and resolution for common technical issues including:
  • 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

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: $25 per hour - $35.80 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: 11/18/2025 *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.

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.