Help Desk Support Specialist
3 weeks ago
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
**Position Summary**
The IT Service Center Technician provides technical phone support for CVS Health employees, contractors, clients and vendors. The Technician is required to answer calls, open and escalate tickets, triage and troubleshoot support issues and appropriately determine business impact of an issue to escalate outages correctly. They will be responsible for working tickets in their queues as well as working with an internal escalation team to appropriately resolve or route issues. Acts as an intermediate hardware and software technical support resource. Escalates IT Tier 2 tickets appropriately after all prerequisites have been completed. Coordinates with other IT Tier 2 areas to resolve incidents and complete service requests as necessary. Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support. May work on complex problems or assignments of a large scope. Analysis of situations or data. Performs assignments characterized by technical depth and breadth, and possesses a solid understanding of business process and policies. Independently applies specialized skills, conceptual knowledge, training, methods, techniques, and experience. Assignments may be complex in nature, non-routine, and diverse.
Key Functions/Responsibilities:
- Provides advanced level technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and maintaining a consistent high level of quality ensuring all details of requests are met within defined and documented Service Desk SLA’s.
- Consistently adheres to defined Service Desk processes, policies and procedures.
- Records, tracks, and reports on all customer incidents and service requests through to completion within defined and documented Service Desk SLA’s.
- Acquires and maintains an advanced level of knowledge for supported products and support policies.
- Proactively research and stay abreast of new technology including to but not limited to: Windows 7/8/10, Office 2007/2010/2013 and Desktop/Laptop security solutions.
- Responsible for deploying software using automated tools.
- Regular and reliable attendance is an essential function of the position.
Required Qualifications:
- Two (2)+ years of call center phone support experience.
- 1+ years of experience with: Microsoft Operating Systems including Windows XP/7/8/10; MS Exchange/Outlook 2007/2010/2013 environments; IE 8/10/11, Chrome; Active Directory; Microsoft Applications including the MS Office Suite; Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software; HP Printer Support
Preferred Qualifications:
- Two (2)+ years of desktop support experience.
- Excellent Customer Service skills.
- Strong Analytical Skills
- Ability to adapt to an ever-changing environment
- Ability to handle a high stress environment
- Experience working in a high call/ticket volume environment.
- Strong critical thinking skills
- Experience with: SCCM, Dameware, and ServiceNOW (or similar Service Desk ticketing system).
**Education**:
- High school diploma or GED or equivalent experience required.
**Pay Range**
The typical pay range for this role is:
$17.00 - $29.88
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistan
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