IT Customer Service Analyst

About the role

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

Applies in-depth knowledge to provide technical support to end-users, diagnosing and resolving technical issues through various channels while delivering customer service. Documents solutions, contributes to knowledge bases, and analyzes incident trends to improve processes and enhance user experience.

What You Will Do

• Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques for role and daily job functions.
• Manage ticket workload while providing outstanding customer support by analyzing, diagnosing, and resolving or escalating problems and requests within service level agreements.
• Provide remote support for Data Backups/Restoration and Hardware/Software installation services.
• Troubleshoot and resolve Windows environment, Office 365 application issues, basic networking issues, browser issues, and applicable CVS IT supported software issues.
• Send follow-up emails or make follow-up calls to end users regarding open requests to maintain personal ticket queue.
• Image, configure, and deploy computers and equipment to end users locally and nationally.
• Perform IT asset management.
• Collaborate with team members to answer procedural questions and assist or provide solutions.
• Assist with special projects when assigned—this entails non-IT related tasks and functions that are included but not limited to: warehouse work, packing equipment, and transporting equipment.
• Evaluate and provide feedback on new IT tools, processes, and support methods.
• Escalate problems to the appropriate resolution groups whenever necessary.

Required Qualifications

• 0–2 years of work experience.
• Basic awareness of problem-solving and decision-making skills.

Preferred Qualifications

• CompTIA A+ certification preferred.
• Bachelor's degree preferred.

Pay

The typical pay range for this role is $21.10 – $44.99 per hour. The actual base salary offer will depend on 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.

Benefits

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.