IT Customer Service Analyst

CVS Health•Woonsocket, RI

4d•Onsite

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 As an IT Customer Service Analyst on our team, we are looking for a colleague who can provide high quality, customer focused, distributed computing services and desktop support. Our goal is to deliver innovative solutions, maintain standard practices and consistency in the distributed environments we work with.

Requirements

2+ years of experience in IT customer support role.
2+ years of Microsoft Office applications.
Must be able to lift minimum of 50 lbs.

Nice To Haves

2+ years of experience troubleshooting hardware and software.
Service Now ticketing experience.
LAN certified Network administration and/or equivalent experience.
MCSE/MCA or related computer experience.
Excellent communication skills.

Responsibilities

Imaging laptops/desktops, installing software, packing, and prepping for shipping.
Receiving equipment and assisting with data recovery.
Perform Inventory management duties such as updating ServiceNow Hardware Asset Management (HAM) and QuickBase.
Contribute to knowledge bases and collaborates with team members to ensure information sharing and continuous improvement of support services.
Engage in effective communication and knowledge sharing to ensure comprehensive support to end-users.
Provides insights to management and suggests proactive measures to prevent future incidents and improve system stability.
Diagnoses hardware malfunctions, performs basic repairs or replacements, and coordinates with relevant teams or vendors for advanced hardware repairs or replacements when necessary.
Provide technical support and assistance to end-users within the organization by addressing and resolving information technology-related issues and inquiries from internal users, ensuring a positive customer service experience.
Analyze and diagnoses technical problems reported by end-users by asking probing questions to gather relevant information, investigating the root cause of the issue, and providing step-by-step guidance and solutions to resolve the problem.
Prioritize and categorize incidents based on severity, urgency, and impact to facilitate effective resolution and ensure proper communication with end-users.
Assist end-users with the installation, configuration, and usage of software applications, including troubleshooting application errors, providing guidance on functionalities, and addressing compatibility issues.
Collaborates with application development teams and vendors to resolve complex application-related problems.