IT Customer Service Supervisor

Job Description
This position supports CVS Health by providing desktop support to include technical advice, guidance, and informal training to customers using hardware and software programs. Has a minimum of 6 years IT experience in a support role. Act as mentor to local site peers with demonstrated leadership skills.

• Troubleshoots complex issues and restores advanced technical service and equipment problems. Proactively monitors and performs preventative maintenance. Strategizes, coordinates, executes, and documents remediation efforts.

• Perform necessary diagnostic, root cause analysis, and corrective actions for hardware and software problems using predetermined methods. Collaborates with teammates on root cause and engages system/application owners for remediation; attends Incident bridges to provide ESS representation.

• Work in a team setting, sharing information. Designated SME for assigned areas/functions of the business and other technical issues enterprise wide.

• Train new team members on proper processes and procedures.

• Responds, resolves, and documents service tickets in a timely manner according to service level agreements or assigned completion dates. Resolves work orders and problem tickets across multiple locations including those remotely supported. Emphasis on more complex issues requiring greater expertise. Researches solutions to undocumented processes and procedures.

• Provide 24 x 7 on-call support as assigned. Provide rotating weekend coverage as required.

• Perform leadership functions to include ensuring team's work orders and trouble tickets for end users are completed within SLA. Proactively monitor work queues; follow up with team members to ensure tickets are updated and have appropriate status. Maintains accurate site inventory controls.

• Ability to complete project tasks and change controls independently providing updates to Manager on status.

• Travel for projects, escalations, outages, production support, and cross-training.

• Excellent oral and written communication skills, and possesses a strong customer focus. Ability to communicate with the business to seek buy-in and understanding of mutually desired goals and objectives. Collaborates with business partners at site committee meetings to provide IT updates. Holds team meeting with local site peers; will be delegate for Manager when requested

The ideal candidate will have experience with supporting pharmacy dispensing systems, PPS and Sanitas preferred. Solid problem solving/trouble shooting skills, demonstrated working knowledge of operating systems/hardware/software, ability to work independently to complete assigned tasks, good oral and written communication skills, and possesses a strong customer focus. Ability to move printers, monitors, and other equipment as needed. Ability to install and service equipment located on the floor as well as overhead.

Required Qualifications
5+ years of experience working in an end-user desktop support role or computer operations 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 10 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 45 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 10 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
- 8+ years of experience working in an end-user desktop support role or computer operations environment required,
- A+ Certification, and MCSE/MCDST required
- Virtual Desktop Environment Support
- Automed PPS dispensing systems support
- Scandata shipping management system support

Education
Bachelor's degree in Computer Science or related field or equivalent experience.

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.