What are the responsibilities and job description for the Analyst II IT Support (HYBRID) position at Cordis?
Overview
When you join the team at Cordis, you become part of an inspiring mission to save lives, impacting millions of people and broadening access to life-saving cardiovascular and endovascular technology. As a global leader for over 60 years, we are dedicated to being the heart of innovation to transform cardiovascular care.
At Cordis, we're teammates, not just employees. We embrace an empowered and one-team culture where teammates are inspired to unleash their full potential. With diverse teams on a global scale, we believe the richness of our experiences and backgrounds enhances the careers of our teammates, the service to our customers, and ultimately, the lives of our patients.
If you love a challenge and are ready to have a direct, transformative and positive impact on the lives of millions, then Cordis is just the place for you.
We are the people behind the people who keep saving lives.
Applicants must be authorized to work in the United States without the need for current or future employer-sponsored work authorization.
Responsibilities
Job Summary and Responsibilities
We are seeking a highly customer-focused IT Client Support Analyst II to provide advanced desktop and executive-level technical support in a hybrid onsite/remote environment. This role is a dedicated Tier 2 position and requires strong technical troubleshooting skills combined with excellent communication, professionalism, and discretion when supporting executive and VIP users.
The position will support employees both onsite near West Palm Beach, FL (approximately 50% of the time) and remotely. The ideal candidate can resolve most end-user issues independently, provide white-glove executive support, and partner effectively with Tier 1 support and higher-level IT teams.
Key Responsibilities
Required Qualifications
Qualifications
Cordis is proud to be an equal opportunity employer and is committed to providing equal opportunity for all teammates and applicants. At Cordis, our teammates all bring different strengths, experiences, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one's identity. All our teammate's points of view are key to our success, and we believe inclusion is everyone's responsibility. Together, we strive to create and maintain working and learning environments that are inclusive, equitable and welcoming.
When you join the team at Cordis, you become part of an inspiring mission to save lives, impacting millions of people and broadening access to life-saving cardiovascular and endovascular technology. As a global leader for over 60 years, we are dedicated to being the heart of innovation to transform cardiovascular care.
At Cordis, we're teammates, not just employees. We embrace an empowered and one-team culture where teammates are inspired to unleash their full potential. With diverse teams on a global scale, we believe the richness of our experiences and backgrounds enhances the careers of our teammates, the service to our customers, and ultimately, the lives of our patients.
If you love a challenge and are ready to have a direct, transformative and positive impact on the lives of millions, then Cordis is just the place for you.
We are the people behind the people who keep saving lives.
Applicants must be authorized to work in the United States without the need for current or future employer-sponsored work authorization.
Responsibilities
Job Summary and Responsibilities
We are seeking a highly customer-focused IT Client Support Analyst II to provide advanced desktop and executive-level technical support in a hybrid onsite/remote environment. This role is a dedicated Tier 2 position and requires strong technical troubleshooting skills combined with excellent communication, professionalism, and discretion when supporting executive and VIP users.
The position will support employees both onsite near West Palm Beach, FL (approximately 50% of the time) and remotely. The ideal candidate can resolve most end-user issues independently, provide white-glove executive support, and partner effectively with Tier 1 support and higher-level IT teams.
Key Responsibilities
- Provide Tier 2 (Level 2) technical support for desktops, laptops, mobile devices, and peripheral equipment.
- Deliver white-glove, executive-level support with a strong emphasis on professionalism, urgency, and customer satisfaction.
- Serve as an escalation point for Tier 1 support and resolve more complex end-user issues.
- Troubleshoot and resolve issues related to Windows 10/11, Microsoft 365 applications, printers, and common endpoint software.
- Support remote users using remote support tools and clear verbal and written communication.
- Perform new hire onboarding and executive device setup, including configuration and personalization.
- Assist with computer imaging, deployment, hardware refreshes, and replacements.
- Support basic AV and conference room technology, including Microsoft Teams meetings and executive offices.
- Respond to, document, and resolve incidents and service requests using a ticketing system (e.g., ServiceNow).
- Maintain accurate documentation of issues, resolutions, and asset information.
- Partner with infrastructure, security, and application teams to troubleshoot and resolve advanced issues.
- Participate in onsite support rotations near the West Palm Beach location (approximately 50%).
Required Qualifications
- Requires a minimum 3 years of relevant experience with a Bachelors degree; or equivalent education and experience; Or an advanced degree with no previous professional experience.
Qualifications
- Strong customer service and communication skills with experience supporting executives or VIP users.
- Proven ability to independently troubleshoot and resolve complex end-user issues.
- Working knowledge of:
- Windows 10/11
- Microsoft 365 (Outlook, Teams, OneDrive, Word, Excel)
- Desktop and laptop hardware troubleshooting
- Printers and common peripherals
- Experience using an IT ticketing system.
- Excellent verbal and written communication skills.
- Ability to work independently in both onsite and remote environments.
- Professional demeanor with a customer-first and service-oriented mindset.
- Experience providing executive or white-glove IT support.
- Experience acting as an escalation point for Tier 1 support.
- Basic knowledge of mobile device support (iOS/iPadOS).
- Familiarity with endpoint management tools (e.g., Intune).
- CompTIA A , Network , or similar IT certification.
- Experience working in a hybrid or distributed support model.
- This role requires onsite presence approximately 50% of the time near West Palm Beach, FL.
- Flexibility, discretion, and strong interpersonal skills are critical when supporting executive staff.
- Opportunities for growth into senior desktop, endpoint, or systems support roles may be available based on performance.
Cordis is proud to be an equal opportunity employer and is committed to providing equal opportunity for all teammates and applicants. At Cordis, our teammates all bring different strengths, experiences, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one's identity. All our teammate's points of view are key to our success, and we believe inclusion is everyone's responsibility. Together, we strive to create and maintain working and learning environments that are inclusive, equitable and welcoming.