Analyst, IT Customer Support

Job Description
As an IT Desktop Support Analyst, you will be supporting CVS Health's Buffalo Grove, IL location and Work From Home colleagues by providing desktop support to include technical advice, guidance, and informal training to customers using hardware and software programs. The IT Desktop Support Analyst is responsible for troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems.

Additional responsibilities of IT Desktop Support Analyst include:

- Recommending procedures and controls for problem prevention.
- Working independently, sharing information and assisting others with work orders.
- Performing necessary diagnostic and corrective actions for hardware and software problems.
- Responding to, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates.
- Providing 24 x 7 on-call support as assigned. Shift flexibility required.

A successful candidate has the ability to troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

Required Qualifications
1+ year of experience working in an end-user desktop support role or computer operations environment
- A+ Certification, MCP, OR MCSE required
-1 + years of experience supporting a Windows environment

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions 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, pregnancy, or religious belief that prevents them from being vaccinated.
  • If you are 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 within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications
Experience solving/trouble shooting skills, demonstrated working knowledge of operating systems/hardware/software
- Experience installing equipment located on the floor as well as overhead

Education
Degree in Computer Science or related field or equivalent experience preferred.
- If no degree, two additional years of experience are required for each year of college not completed

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.