Senior Analyst, Executive Support

CVS Health

3d • $23 - $54

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. We are seeking an Executive Customer Service Technical Advisor to provide outstanding technical support to our Senior Executives and their Administrative Assistants. This role requires a very high level of technical engineering and proficiency and requires an individual with executive presence. To be successful, you must be able to quickly and effectively diagnose and resolve issues related to videoconferencing, teamwork technologies, business application software, telecommunication issues and potentially local network issues. In addition, executive-level verbal and written communication is required. Position Summary: As a member of the Executive Support Services team you will be required to: Provide front-line White Glove primary technical support to end-users including: C-Level executives on various support issues including access, hardware, software and peripherals Coordinate, schedule and support multi point internal and external audio / video conferences encompassing over 100+ locations and thousands of attendees Engineer technical solutions tailored to senior executives Utilize excellent problem-solving skills to diagnose, evaluate and resolve sophisticated issues in a high pressure and high clarity environment Perform root cause analysis, develop analytics to identify typical problems and patterns, develop procedures and controls for problem prevention Support multiple platforms including Desktops, Laptops, Mobile Devices, Tablets and Video Conferencing equipment Provide 24 x 7 on-call support as assigned as well as shift flexibility Travel as required (up to 25%) Lead project assignments to completion on time and within budget while maintaining a high-performance level with daily tasks, this can include: Hardware / software evaluation, testing, implementation and training Security and compliance issue remediation Acquisition Cutover Utilize your experience with the following tools to support Senior executives throughout the organization: Microsoft Azure / Intune, Crestron A/V Control Panels, IOS / Android OS, and Active Directory, Microsoft Teams, Microsoft O365 Suite Engineering level troubleshooting and support for complex IT issues under pressure

Requirements

• 5+ years of prior experience leading technical assistance in a large matrixed organization troubleshooting technical issues including access, hardware, software and peripherals
• 3+ years’ experience in an Executive Support Role working with C-Level executives
• Bachelor's degree in Computer Science or 1 year of experience required for each year of college not attained

Nice To Haves

• A+, Network+, Security+, MTA, MCTS, Windows 7 / 10, or MAC OS Certifications
• Experience using Powershell / Bash
• Experience with Bitlocker
• Advanced experience with Apple devices and management tools
• Advanced experience with mobile devices and operating systems

Responsibilities

• Provide front-line White Glove primary technical support to end-users including: C-Level executives on various support issues including access, hardware, software and peripherals
• Coordinate, schedule and support multi point internal and external audio / video conferences encompassing over 100+ locations and thousands of attendees
• Engineer technical solutions tailored to senior executives
• Utilize excellent problem-solving skills to diagnose, evaluate and resolve sophisticated issues in a high pressure and high clarity environment
• Perform root cause analysis, develop analytics to identify typical problems and patterns, develop procedures and controls for problem prevention
• Support multiple platforms including Desktops, Laptops, Mobile Devices, Tablets and Video Conferencing equipment
• Provide 24 x 7 on-call support as assigned as well as shift flexibility
• Travel as required (up to 25%)
• Lead project assignments to completion on time and within budget while maintaining a high-performance level with daily tasks, this can include: Hardware / software evaluation, testing, implementation and training
• Security and compliance issue remediation
• Acquisition Cutover

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees