IT Customer Service Analyst

About the role

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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.

Responsibilities

• Imaging laptops/desktops, installing software, packing, and prepping for shipping.
• Receiving equipment and assisting with data recovery.
• Inventory management duties such as updating ServiceNow Hardware Asset Management (HAM) and QuickBase.
• Distributed desktop support.
• Desktop and infrastructure maintenance.
• Installation services.
• Problem resolution and help desk support.
• Installs Computer Equipment (Lease Replacements/New Hires, etc.).
• Handles incoming SPOC phone calls as assigned.
• Facilitates communication amongst customers, team members, and other AIS areas.
• Supports and tests IT Technology and provides feedback to appropriate AIS Units.
• Participating in research of nonstandard product solutions to meet customer needs.
• Performing and participating in DBAR (Disaster Backup and recovery) initiatives, Corporate Real-estate Project initiatives (Office closures/Restacks/Consolidations), Major Project Initiatives.
• You will act as point of escalation for customers, team members, and management to ensure optimum service quality through ongoing management and continuous improvement initiatives.
• You will manage administrative processes (asset management, De-acquisition, change/service requests, and problem management).
• You will ensure customer business needs are met while adhering to corporate standards and meeting Service Level Agreements.
• You will stay current on new technology and its benefit to the company direction.

Requirements

• 2+ years of experience in IT customer support role.
• 2+ years of Microsoft Office applications.
• Must be able to lift minimum of 50 lbs.

Preferred Qualifications

• 2+ years of experience troubleshooting hardware and software.
• Service Now ticketing experience.
• LAN certified Network administration and/or equivalent experience.
• MCSE/MCA or related computer experience.
• Excellent communication skills.

Qualifications

• Verifiable High School Diploma or GED with equivalent work experience required, Bachelor's Degree in Computer Science or related discipline preferred.

Pay and Benefits

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.