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 Customer Service Analyst on our team, we are looking for a colleague who can provide high quality, customer focused, distributed computing services and help desk support. Our goal is to deliver innovative solutions, maintain standard practices and consistency in the distributed environments we work with.
Requirements
- 6m-2+ years of experience in IT customer support role.
- 2+ years of Microsoft Office applications.
- Must be able to lift minimum of 50 lbs.
- Verifiable High School Diploma or GED with equivalent work experience required
Nice To Haves
- 6m-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.
- Bachelor’s Degree in Computer Science or related discipline preferred.
Responsibilities
- Distributed desktop support.
- Desktop and infrastructure maintenance.
- Installation services
- Problem resolution and help desk support.
- Installs Computer Equipment (Lease Replacements/New Hires, etc.).
- Handles incoming SPOC phone calls as assigned.
- Facilitate communication amongst customers, team members, and other AIS areas.
- Supports and tests IT Technology and provides feedback to appropriate AIS Units.
- Participating in research of nonstandard product solutions to meet customer needs.
- Performing and participating in DBAR (Disaster Backup and recovery) initiatives, Corporate Real-estate Project initiatives (Office closures/Restacks/Consolidations), Major Project Initiatives.
- Act as point of escalation for customers, team members, and management to ensure optimum service quality through ongoing management and continuous improvement initiatives.
- Manage administrative processes (asset management, De-acquisition, change/service requests, and problem management).
- Ensure customer business needs are met while adhering to corporate standards and meeting Service Level Agreements.
- Stay current on new technology and its benefit to the company direction.
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
High school or GED
Number of Employees
5,001-10,000 employees
