IT Customer Service Analyst
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About this 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:
As an IT Customer Service Analyst on our team, we are looking for a colleague who can provide high quality, customer focused, distributed computing services and help desk support. Our goal is to deliver innovative solutions, maintain standard practices and consistency in the distributed environments we work with.
Some of the main responsibilities of this position include:
- Imaging laptops/desktops, installing software, packing, and prepping for shipping.
- Receiving equipment and assisting with data recovery.
- Perform 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.
- Facilitate 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.
Required Qualifications:
- 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.
Education:
Verifiable High School Diploma or GED with equivalent work experience required, Bachelor’s Degree in Computer Science or related discipline preferred.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$21.10 - $40.90This 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.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Company
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