IT Customer Service Analyst (Onsite - Flower Mound, TX)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Summary The IT Customer Service Analyst provides onsite technical support for CVS Health employees, delivering exceptional customer service while resolving hardware, software, and system issues. This role is responsible for troubleshooting desktop technology problems, performing preventative maintenance, supporting multiple locations, and ensuring timely issue resolution in accordance with service level agreements (SLAs). This position requires a self-motivated individual who can work independently, collaborate across technical teams, and support both operational and project-based initiatives. Location: Onsite, Flower Mound, TX (100% onsite) Key Responsibilities Provide onsite and remote desktop support for hardware, software, and peripheral devices. Troubleshoot, diagnose, and resolve technical issues using established processes and best practices. Perform root cause analysis and implement corrective actions for recurring issues. Monitor systems proactively and perform preventative maintenance activities. Install, maintain, and support desktop equipment, printers, scanners, and related technologies. Escalate complex issues to appropriate support teams and collaborate on resolutions. Create and maintain technical documentation, procedures, and knowledge base articles. Respond to and resolve service tickets within established SLA requirements. Support multiple locations, including remotely supported sites. Serve as a subject matter expert (SME) for designated business functions and technologies. Participate in projects, system upgrades, change management activities, and production support efforts. Provide after-hours and on-call support as assigned. Travel as needed for projects, escalations, outages, and cross-training initiatives. Communicate effectively with business partners to align technical solutions with business objectives.

Minimum 3 years of IT experience in a desktop support or technical support role. At least 1 year of hands-on experience supporting Microsoft Windows environments. At least 1 year of experience providing remote desktop support using tools such as Splunk, Splashtop, GoTo Assist, Remote Desktop, or similar technologies. At least 1 year of experience supporting and troubleshooting printers, including Zebra, Ricoh, HP, Canon, Lexmark, or similar devices. Experience troubleshooting hardware, software, and operating system issues. Experience installing, maintaining, and supporting equipment located both at floor level and overhead. Ability to lift and move equipment, including printers and monitors, up to 50 pounds. Ability to work independently and manage multiple priorities with minimal supervision. Reliable transportation and ability to travel up to 25% as needed. Availability to work Monday through Friday, 8:00 AM to 5:00 PM CST following training. Flexibility during the first four weeks of training, when schedules may vary. Ability to work onsite 100% of the time. This is not a remote position.

2+ years of desktop support experience in a production, manufacturing, or operations environment. Strong customer service, verbal communication, and written communication skills. Demonstrated ability to complete projects independently with limited management oversight. Industry certifications such as A+, Network+, Security+, MCP, MCSE, or related credentials. Bachelor's degree and experience in a hands-on desktop support environment.

Bachelor’s degree in Computer Science,