Tier 2 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 with 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 an escalation point for unresolved incidents from the Level 1 (frontline) support team.
• Provide in-depth troubleshooting and resolution for issues including:
• Operating systems (Windows, macOS, mobile platforms)
• Microsoft 365 suite and other enterprise applications
• Network connectivity (wired, wireless, VPN)
• Hardware (desktops, laptops, printers, peripherals)
• User account and access management within Active Directory and Azure AD
• Perform advanced diagnostics, system checks, and log analysis to help resolve recurring or complex problems
• Manage and prioritize tickets in the IT ticketing system, ensuring timely resolution in accordance with established SLAs
• Escalate critical issues to Level 3 engineers or specialized IT teams as needed, providing detailed documentation.
• Collaborate with IT colleagues to deploy software, updates, and patches across the organization
• Create and maintain technical documentation, including knowledge base articles for Level 1 support.
• Provide mentoring and guidance to Level 1 staff to improve first-call resolution rates.
• Participate in small-scale IT projects such as hardware rollouts, system upgrades, or application deployments.
• Work with field engineering team to assist in on-site support as needed at various facilities in the San Diego area.

Qualifications:

• 2-4 years of experience, preferred
• Bachelor's degree in related field, or equivalent work experience, preferred
• Server administration experience would be a plus
• Citrix experience would be a plus
• Ability to communicate across departments, external vendors, etc.

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 possible solutions to a variety of technical problems and takes action to resolve
• Applies judgment within defined parameters
• Receives general guidance and may receive more detailed instruction on new projects
• Work reviewed for sound reasoning and accuracy

Anticipated hourly range: $30.70 per hour - $44.00 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.