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Analyst IT Customer Service

2 months ago

Raleigh, United States CVS Health Full time

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
As an IT Customer Service Analyst on our team, you will:
•Provide front-line primary technical support to end-users involving various technical issues including access, hardware, software and peripherals.
•Respond to, document and resolve all service requests fielded via ticketing system, email or direct engagement within required SLA.
•Provide training, processes and documentation (in person or virtual) to end users and peers on current technologies as well as future implementations.
•Possess excellent problem solving skills to diagnose, evaluate and resolve complex issues in a high pressure, high visibility environment and when necessary escalate and engage appropriate teams to drive to resolution.
•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, and Tablets onsite and remotely.
•Independent work, sharing information, creating documentation and processes for peers.
•Managing assignments to completion on time and within budget while maintaining a high-performance level with daily tasks, this can include:
•New hardware / software testing and implementation
•Security and compliance issue remediation
•Acquisition Cutover
•Self-sufficient and subject matter expert for assigned service area.
•Provide 24 x 7 on-call support as assigned as well as shift flexibility and travel as required.
* Please note this position is meant to support our West region, Mountain and Pacific time zones with a working shift from 8:00 AM to 5:00 PM EST.

Required Qualifications
2+ years of experience in a relevant desktop support role.
A+, MCTS, MCSC or OS Certifications are required.

Preferred Qualifications
•3+ years in a similar role strongly preferred.
•A+, Network+, Security+, MTA, MCTS, Windows 7 / 10, MAC OS Certifications.

Education

Bachelor's degree or equivalent experience

Bachelor's Degree in Computer Science preferred

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.

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 assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 08/30/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.