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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. This position supports CVS Health enterprise user's by providing break/fix for desktop equipment to include technical advice, guidance, and informal training to customers using hardware and software programs. Has a minimum of 3 years IT experience in a direct support role. Independently troubleshoots and restores routine and advanced technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Proactively monitors and performs preventative maintenance. Perform necessary diagnostic, root cause analysis, and corrective actions for hardware and software problems using predetermined methods. Able to identify and escalate to appropriate groups; collaborate to identify root cause. Candidate will create checklists and procedures for problem control and prevention. Work in a team setting, sharing information, designated SME for assigned areas/functions of the business and other technical teams. Responds, resolves, and documents service tickets in a timely manner according to service level agreements or assigned completion dates. Resolves work orders and problem tickets across multiple locations including those remotely supported. Focus on more complex issues requiring greater expertise. Provide 24 x 7 on-call support as assigned as well as shift flexibility and travel as required. Work independently without direction of teammates or manager to complete work orders and trouble tickets for end users. Ability to complete project and activities independently with little or no follow-up from Manager or Senior technician including assigned change control tasks. Ability to travel locally and remotely for projects, escalations, outages, production support, and cross-training. Ability to install and service equipment located on the floor as well as, overhead. Ability to communicate with the business to seek buy-in and understanding of mutually desired goals and objectives; think enterprise.
