IT Customer Service Analyst
About The Position
At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. Position Summary As an IT Desktop Support Analyst, you will be supporting CVS Health Enterprise by providing desktop support to include technical advice, guidance, and informal training to customers using hardware and software programs. The IT Desktop Support Analyst is responsible for troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying and diagnosing problems and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for problems. Additional responsibilities of IT Desktop Support Analyst include: Recommending procedures and controls for problem prevention. Working independently, sharing information and assisting others with service tickets. Performing necessary diagnostic and corrective actions for hardware and software problems. Responding to, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates. Shift flexibility required. A successful candidate should be able to troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
Requirements
- 2 - 4+ years of experience working in an end-user desktop support role or computer operations environment
- 2 + years of experience supporting a Windows environment
- Shift flexibility required
Nice To Haves
- A+ Certification, MCP, OR MCSE preferred
- Degree in Computer Science or related field or equivalent experience preferred. If no degree, two additional years of experience are required for each year of college not completed
Responsibilities
- providing desktop support to include technical advice, guidance, and informal training to customers using hardware and software programs
- troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying and diagnosing problems and symptoms using established processes and procedures
- performing root cause analysis and develops checklists for problems
- recommending procedures and controls for problem prevention
- working independently, sharing information and assisting others with service tickets
- performing necessary diagnostic and corrective actions for hardware and software problems
- responding to, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates
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.
- For more information, visit https://jobs.cvshealth.com/us/en/benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
