CVS Health Hiring for IT Customer Service Analyst Job at Woonsocket, RI Full Time

As an IT Customer Service Analyst, you will be a part of a team supporting desktops, laptops, some printers, hardware, and software. You will be responsible for providing level 2 support for Windows and some Apple devices.

As an Analyst, IT Customer Service & Support, your responsibilities will include:

• Providing support on a variety of technical issues –

examples include desktop, laptop hardware break fix issues, and software troubleshooting; network, WIFI, connection issues and the like.

Duties shall include, but not be limited to:

• Diagnosing and troubleshooting desktop hardware and operating system issues, printer and software problems.
• Consulting and instructing users on hardware and

software questions/issues.

• Collaborating with IT Service Center and other

Infrastructure teams.

• Installing, maintaining and upgrading equipment as directed by management.
• Running diagnostic tests using tools such as Aternity to isolate system problems and make recommendations for potential solutions to our SME teams for evaluation and implementation and to be proactive.
• Identifies, researches, and resolves technical problems.
• Responds to email and dispatched requests for technical support.
• Onsite support for builds, imaging and data backup and restoration.
• Documents, tracks, and monitors the problem to ensure a timely resolution within Service Now.
• Installs, configure, and maintain PC, MAC peripherals

(scanners), and other end user equipment.

Pay Range
The typical pay range for this role is:
Minimum: 19.50
Maximum: 40.10

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications

• 3+ years of Windows experience, preferably mid to

expert level support with some mobile device experience and iPad.

• 3+ years’ experience working knowledge of Active Directory.
• 3+ years of Commercial experience in an IT support

technician role that includes technical support experience
in a hybrid Windows and MAC environment, experience in
help desk operations, preferably including Windows and MAC.

Preferred Qualifications

• ITIL Foundations preferred, but not required at time of

hire. Must be able to obtain as part of job.

• 2+ years support experience desired.
• CompTIA A+ preferred. Must be able to obtain as part of job
• Self-starter that is able to collaborate actively with others

in a cross-functional team.

• Proven attention to detail and high standards for quality.
• Highly skilled in documenting written troubleshooting steps and instructions.
• Previous experience with Service Now for ticketing work

Education
High School Diploma / GED, or equivalent work experience.

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.