Help Desk Support Specialist

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. The Help Desk Support Specialist provides IT assistance, primarily over the phone, serving as the front line of support for an array of business applications. The Level 1 technician is also the first point of escalation for all IT related inquiries supporting employees, contractors, and clients of CVS Health. By partnering with end-users and IT teams, the technician assists in ensuring all incidents are analyzed and resolved within the agreed time frames. Team collaboration is paramount to ensure high quality solutions are delivered on a consistent basis. This individual is expected to operate within the IT Service Center Policies and Procedures while delivering an excellent customer service experience. The Help Desk Support Specialist expectations: Reliable and punctual attendance. 30+ WPM typing speed. Working within a fast-paced call center environment where the bulk of time is spent fielding inbound calls.  Ability to diagnose and quickly resolve or escalate technical issues. Consistently adheres to defined Service Desk processes and procedures, and established call-center metrics. Excellent customer service & problem-solving skills with ability to communicate with and assist non-technical audiences with software and systems. Maintains an up-to-date understanding of the CVS knowledge base for supported products and departmental procedures. Responsible for deploying software using automated tools in break/fix scenarios. Effective, supportive, and responsive team player that can collaborate to resolve complex issues. Ability to adapt quickly to new technologies and changing business requirements with Proven ability to quickly learn new applications, processes, and procedures. Ability to reach intelligent conclusions and show initiative when addressing customer issues. Comfortable in a fast-paced environment and capable of navigating situations of high-stress when they arise.  Excellent oral and written communication skills. Perform all responsibilities of this position while continually presenting a positive and professional decorum for the rest of the team and the company.

2+ years recent technical support experience, desktop support experience, call center phone support experience, or in-person customer service.

Advanced experience with the following: Microsoft Operating Systems, primarily Windows 10. Microsoft Office 365 products and environment. Microsoft Edge and Google Chrome. Active Directory Users and Computers, Attribute Editor, or similar Administration Tools. Azure Active Directory Mainframe (AS400, QL3270) and Emulators, Unix/Putty, SQL Server. Remote computer control software such as, but not limited to; Aternity, Dameware, and SCCM Remote Control. HP Printer Support. Cisco AnyConnect VPN Software. Citrix and VMWare Horizon Console.

High School Diploma   Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $34.15 This 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.    Our people fuel our future. Our teams reflect the customers, patients, members and communities we