Helpdesk Support Analyst
CVS Pharmacy - Chicago, IL
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Job DescriptionOur IT professionals create best-in-class solutions that integrate technology, information and business processes. They keep applications, systems, networks and processes up and running so employees, members, providers and plan sponsors stay connected with needed tools and information.Will provide outstanding customer service to our business customers in the area of distributed desktop support (helpdesk support, desktop and server); in addition to implementing and supporting new technology andtools for users, while contributing to the profitability and success of the Company. Will provide high quality, customer focused, distributed computing services and help desk support; providing innovative solutions, maintain standard practice and consistency in the distributed environment, and providecoaching to desktop support teams.Required QualificationsProvides distributed desktop support, desktop and infrastructure maintenance, installation services, and problem resolution and help desk support.Acts as point of escalation for customers, team members, and management to ensure optimum service quality through ongoing management and continuous improvement initiatives Manages administrative processes(asset management, De-acquisition, change/service requests, and problem management).Installs Computer Equipment (Lease Replacements/New Hires, etc.).Handles incoming SPOC phone calls as assigned. May lead, develop and coach team members. Ensures customer business needs are met while adhering to corporate standards and meeting Service Level Agreements.Facilitates communication amongst customers, team members, and other AIS areas. May act as Project Leader for assigned initiatives. Installs new technology in field offices. Keeps current on new technology and its benefitto the company direction. Supports and tests IT Technology and provide feedback to appropriate AIS Units and may participate in research of nonstandardproduct solutions to meet customer needs. Performs server Maintenance on Aetna server equipment, may include installation of service packs, and upgrades when necessary, monitors tape backup process, andperforms data restores when necessary. Performs systems administration responsibilities including printers and host printer creation/maintenance. Performs and participates in DBAR (Disaster Backup and recovery) initiatives, Corporate Real-estate Project initiatives(Office Closures/Restacks/Consolidations), Major Project Initiatives(Application Rollout, Desktop Refresh, etc.). Must be able to lift minimum of 50 lbs.Position will require 7x24 support and approximately 20-40% travel.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications4-6+ years experience with Microsoft Office Products and PC/Workstationbased LAN applications, or an equivalent combination of education andwork experience.Ability to work effectively with client and other IT management and staff.Analytical ability, decisiveness, and strong judgment.Excellent consultative and communication -depth knowledge of end user computing systems and hardware, clientfunctions and applications.3-5 years PC desktop equipment and associated hardware/software and orLAN certified Network administration and/or equivalent experience.Educational Requirements:MCSE/MCA or related computer experience.Bachelor's degree in Computer Science or a related discipline.Educationbachelor degree or related work experienceBusiness OverviewBring your heart to CVS HealthEvery 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.
Created: 2024-09-07