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.Position Summary
As an IT Customer Service Analyst on our team you will support the Chicago Mail Order Pharmacy at CVS Health by providing desktop support to include technical advice, guidance, and informal training to customers using
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hardware and software programs.
Some of the main responsibilities for this opportunity include:
- Troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
- Proactively monitoring and performing preventative maintenance.
- Identifying technical issues and escalating to appropriate second level groups if needed.
- Collaborating to identify root causes.
- Creating checklists and procedures for problem control and prevention.
- Working in a team setting, sharing information.
- Responding, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates.
- Resolving work orders and problem tickets across multiple locations including those remotely supported.
- Providing 24 x 7 on-call support as assigned including weekends.
- Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.
- Installing and maintaining equipment located on the floor as well as overhead.
- Moving printers, monitors, and other equipment as needed.
- Shift hours are Monday through Friday 4:30PM CT- 1:30AM CT.
- Please note this position is not remote and we are looking for a colleague local to our Mount Prospect, IL location.
- 2+ years in a Microsoft windows environment providing hands-on IT Desktop Support.
- 1+ years in a Microsoft windows environment providing remote Desktop Support using remote tools such as Splunk, Splash top, Go to assist, and/or Remote Desktop.
- 1+ years of hands-on experience supporting printers such as: Zebra, Ricoh, HP, Cannon, and/or Lexmark.
- 1+ years of experience installing and maintaining equipment located on the floor as well as overhead.
- Ability to move printers, monitors, and other equipment as needed up to 50 lbs.
- 2+ years of problem solving/trouble shooting experience that demonstrated working knowledge of operating systems/hardware/software.
- Must be flexible with shift. First 4 weeks of training the start and end time will vary based on who they train with/shadow.
- Must be able to work shift hours Monday through Friday 4:30PM CT- 1:30AM CT.
- Ability to work in office 100% of the time. This is NOT a remote role.
- Ability to travel for projects, escalations, outages, production support, and cross-training. Approximately 25%.
- Reliable transportation.
- 2+ years in a Production Environment proving Desktop Support HIGHLY Preferred
- Good oral and written communication skills and possesses a strong customer focus.
- Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.
- Bachelor's degree and 3 + years of experience in a hands-on desktop support role.
- Experience in a Windows environment with MCSE, MCP, A+, SEC +, Network + certification.
- Associate's Degree or equivalent experience required
- Bachelor's degree in computer science preferred.
The typical pay range for this role is:$21.10 - $44.99This 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS HealthWe anticipate the application window for this opening will close on: 01/16/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.