Field Technician

CVS Health

1d•Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Note: This role is focused on supporting our clinics in the Houston, Texas area, with secondary support to the Dallas Fort Worth area. The Field Technician role is an integral part of our team. We are looking for a competent Field Technician to provide fast and useful technical assistance on computer systems. Field Technicians answer queries on basic technical issues and offer advice to solve them. A Field Technician must have excellent technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business.

Requirements

2+ years of service desk or related experience
General knowledge of multiple operating systems (Microsoft, Chrome, Mac)
Excellent customer service skills
Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
Must have a flexible and positive attitude
High level of organization, reliability, and independence with an eye for detail
Professional experience in a fast-paced environment
Demonstrated PC skills (Microsoft Office, Google suite)
Basic knowledge of ITIL (or equivalent) and Service Desk metrics/SLAs
A reliable car and valid driver's license is required
Ability to lift or do physical tasks up to 50 lbs.

Nice To Haves

2+ years of network experience
Recommended certifications: CompTIA A+ certification, ITIL 4 foundations, or HDI Desktop Advanced Support Technician (HDI-DAST)
Associate/Bachelor degree preferred

Responsibilities

Level 1-2 support with tickets and field issues
Route/Escalate Help Desk tickets to appropriate team members using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Troubleshoot IT issues (remotely or in-person) using remote support software and onsite from desktops, printers, peripherals, and network/Wi-Fi
Ensuring continuous uptime for computers, and peripherals
Working with vendors to service basic medical equipment
Working with vendors to manage network infrastructure
Assisting with new hire orientations
Deploying hardware for new employees
Required to visit clinics on a regular basis
Keep accurate inventory of all IT-related equipment
Assisting with the implementation of IT strategy
Assist with company expansion and network infrastructure
Other duties as assigned