Job Number: 20015686

Location: Brentwood, TN

Date Posted: 6-17-2017

Job Title: IT Support Analyst II

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This position will provide second level of support to end users by handling service requests that have been escalated by lower tiers. They will be required to develop solutions for network, desktop, and server tickets. They will have the ability to analyze existing systems and make proactive recommendations for improvements and process changes. Develops, maintains, and implements all systems, applications, and networking configurations. Act as escalation point for Tier 1 technicians.

Provide second-tier support for all end-user hardware and applications, within the organization. Support will be provided onsite, remotely, over the phone, or via email. Create support tickets and escalate issues to tier-3 support or other teams as needed. Work with IT Infrastructure on special projects. Perform entry level system/network administration.

Primary Responsibilities

  • Respond to requests for technical assistance in person, phone, and/or email in a courteous and professional manner.
  • Diagnose and resolve technical hardware and software issues – Dell laptops/tablets, iPhones, printers, Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc.
  • Research issues using available information resources – i.e. ability to “Google” for answers.
  • Log all help desk interactions, filling out detailed information in tickets and document resolutions.
  • Redirect/escalate problems to appropriate resources.
  • Shift - 8 am to 5 pm.


  • At least a 2-year associates degree, preferred.
  • At least 2 years of fulltime employment.
  • Ability to communicate clearly and concisely both verbally and in writing.
  • Experience with laptop/desktop imaging.
  • Experience with drive encryption (i.e. BitLocker, TrueCrypt, etc.).
  • Energetic and positive approach to rapidly evolving changes and challenges of a complex workplace.
  • Understanding of general business processes.
  • Ability to work independently and in cooperation with others.
  • Ability to train/educate users.
  • Flexibility in assigned working hours.
  • Group Policy experience, with the ability to troubleshoot issues (at the desktop level).
  • Scripting experience – ability to write simple batch files, for task automation.

Preferred Qualifications

  • Experience with mobile device management systems, i.e, AirWatch
  • Experience with drive encryption technologies (i.e. BitLocker etc.)
  • Experience with Dell Kace 1000 (service desk/patching) and Dell Kace 2000 (imaging) a plus
  • Experience with ITIL based ticketing systems (Epicor, iSupport, Remedy, Oracle)
  • Ability to write/modify simple SQL queries
  • Experience with PowerShell scripting.
  • Provides resolution for escalated service tickets
    Works with clients to evaluate and solve technical problems
    Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
    Configures and supports internal and/or external networks
    Develops and maintains all systems, applications, security, and network configurations
  • Troubleshoots network performance
    Recommends upgrades, patches, and new applications and equipment
  • Advanced experience with Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc.

About naviHealth

NaviHealth partners with health plans, health systems and post-acute providers

to manage the entire continuum of post-acute care. We utilize evidence-based protocols to optimize care and bundled payment methodologies to align all stakeholders. The result: optimized care and outcomes, reduced inpatient days, reduced hospital readmissions, and increased patient satisfaction.

NaviHealth ™ is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.

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.

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Meet Gopikrishna

I started my career as an IT programming analyst and have progressed into management. Cardinal Health provides various training programs to help individuals be successful in their job and grow professionally. This is a great place to work because the people here strive to make a great difference in healthcare every day. Gopikrishna, Manager, Software Engineering