Service Desk Specialist II

CVS Health IT Support

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 Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Assist users in resolving IT-related issues, such as software or hardware problems, network connectivity, and system malfunctions, under general direction. Delivers exceptional customer service by actively listening to concerns, empathizing with their situations, and effectively communicating solutions or workarounds to technical problems. Ensures IT incident tickets or calls are logged, tracked, and resolved, prioritizing and escalating issues to fall within specified service level agreements (SLAs). Maintains documentation of known issues, troubleshooting steps, and resolutions. Conducts basic system administration tasks, such as user account management, password resets, software installations, and configuration changes. Confers with other IT teams for advanced system maintenance or upgrades. Establishes training sessions and creates user guides to help employees or customers better understand and utilize IT systems, software applications, or tools. Improves IT security measures and provides guidance on best practices, including proactively suggesting ideas to optimize workflows.

Required Qualifications

• Experience with Help Desk ticketing systems (ServiceNOW preferred)
• Minimum 3 years of successful work with Service Desk or HelpDesk Support
• Strong customer service skills (Written and verbal)
• Proven analytical and problem-solving abilities

Preferred Qualifications

• 'Customer First' Mindset and Collaborative
• Experience with web-based applications and mobile device management tools (Google Workspace, Slack, JAMF, Workspace One)
• Experience supporting Apple iOS and iPad hardware, Window 10/11 and hardware

Education

• Associate's/Bachelor's degree preferred
• Dell Certified and A+ Certified preferred

Pay Range

The typical pay range for this role is:

€30,000.00 - €65,000.00