IT Customer Service Analyst

IT Desktop Support Analyst

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.

Required Qualifications

• 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.

Preferred Qualifications

• A+ Certification, MCP, OR MCSE preferred.

Education

• 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.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $21.10 - $40.90

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Great Benefits for Great People

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.