Job Description

Job Description
CVS Health is looking for a new IT Customer Service Support to join the IT Service Center. The IT Service Center Technician provides IT support primarily over the phone serving as the subject matter expert on an array of business applications. The technician is also the first point of escalation for all IT related inquiries supporting employees, contractors, and clients of CVS Health. By partnering with end-users and IT teams, the technician assists in ensuring all incidents are analyzed and resolved within the agreed time frames. Team collaboration is paramount in order to ensure high quality solutions are delivered on a consistent basis. This individual is expected to operate with minimal supervision and is expected to make decisions independently when needed, delivering an excellent customer service experience every time.

To be an IT Customer Service Support technician you will practice
Ability to prioritize and quickly resolve technical issues
Consistently adheres to defined Service Desk processes and procedures
Highly analytical thinking & problem solving skills
Maintains an advanced level of knowledge for supported products and support policies
Responsible for deploying software using automated tools
Effective, supportive and responsive team player that can collaborate to resolve complex issues
Excellent customer service ethic with ability to communicate with and train non-technical audiences on software and systems use
Ability to adapt quickly to new technologies and changing business requirements
Proven ability to quickly learn new applications, processes, and procedures
Independent judgment and initiative
Comfortable under high-stress and exhibits the poise to focus in a fast-paced environment Regular and reliable attendance
Excellent oral and written communication skills
Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the company

Required Qualifications
2+ years of relevant, recent technical support experience required, desktop support experience, and call center phone support experience.

Preferred Qualifications
Advanced experience with the following:

- Microsoft Operating Systems including Windows XP/7/8/10
- MS Exchange/Outlook 2007/2010/2013 environments;
IE 8/10/11, Chrome
- Active Directory Users and Computers
- Microsoft Applications including the MS Office Suite, Attribute Editor or similar Administration Tools
- Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software
- HP Printer Support
- VPN Software including Cisco AnyConnect and Juniper

Education
Verifiable High School diploma or GED

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited 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.