Help Desk Support Specialist
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. Position Summary Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. NOTE: - Must be able to work either a Tuesday-Saturday or Sunday-Thursday schedule. - Must be able to commit to a Hybrid Schedule in which you work from the 4055 Valley View Lane Dallas Texas office on Tuesday, Wednesday, and Thursday. What you will do Applies functional knowledge of the organization's technology offerings to respond to user inquiries and requests for technical assistance via phone, email, or in-person. Handles simple diagnosis and resolution of technical problems reported by end users. Carries out resolution and documentation of support tickets or incidents, ensuring that issues are properly documented, prioritized, and resolved within agreed-upon service level agreements (SLAs). Assists users with healthcare-specific software applications used within the organization, such as electronic health records (EHR) systems, medical imaging software, scheduling software, or billing systems. Coordinates user accounts, access rights, and permissions to various systems and applications in order to resolve issues and permit access to relevant parties. Assists in the deployment and implementation of new software applications, system upgrades, or hardware installations. Drafts documentation and training materials to facilitate self-help resources for end users. Receives and implements regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Does simple user training sessions or workshops to enhance end users' understanding and proficiency with various IT systems, applications, and best practices.
Requirements
- Previous relevant work experience
- Basic awareness of problem solving and decision making skills
- Must be able to work either a Tuesday-Saturday or Sunday-Thursday schedule.
- Must be able to commit to a Hybrid Schedule in which you work from the 4055 Valley View Lane Dallas Texas office on Tuesday, Wednesday, and Thursday.
- High School Diploma
Nice To Haves
- Certified Information Technology Professional (CITP) preferred.
Responsibilities
- Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes).
- Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center.
- Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
- Maintains a troubleshooting tracking log ensuring timely resolution of problems.
- Applies functional knowledge of the organization's technology offerings to respond to user inquiries and requests for technical assistance via phone, email, or in-person.
- Handles simple diagnosis and resolution of technical problems reported by end users.
- Carries out resolution and documentation of support tickets or incidents, ensuring that issues are properly documented, prioritized, and resolved within agreed-upon service level agreements (SLAs).
- Assists users with healthcare-specific software applications used within the organization, such as electronic health records (EHR) systems, medical imaging software, scheduling software, or billing systems.
- Coordinates user accounts, access rights, and permissions to various systems and applications in order to resolve issues and permit access to relevant parties.
- Assists in the deployment and implementation of new software applications, system upgrades, or hardware installations.
- Drafts documentation and training materials to facilitate self-help resources for end users.
- Receives and implements regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.
- Does simple user training sessions or workshops to enhance end users' understanding and proficiency with various IT systems, applications, and best practices.
Benefits
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
