Help Desk Support Specialist - Military Veterans
at CVS Health
CVS Health
To apply for this position please CLICK HERE
Bring your heart to CVS Health. Every 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.
Position Summary
The IT Service Center Technician provides technical phone support for CVS Health employees, contractors, clients and vendors. The Technician is required to answer calls, open and escalate tickets, triage and troubleshoot support issues and appropriately determine business impact of an issue to escalate outages correctly. They will be responsible for working tickets in their queues as well as working with an internal escalation team to appropriately resolve or route issues. Acts as an intermediate hardware and software technical support resource. Escalates IT Tier 2 tickets appropriately after all prerequisites have been completed. Coordinates with other IT Tier 2 areas to resolve incidents and complete service requests as necessary. Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support. May work on complex problems or assignments of a large scope. Analysis of situations or data. Performs assignments characterized by technical depth and breadth, and possesses a solid understanding of business process and policies. Independently applies specialized skills, conceptual knowledge, training, methods, techniques, and experience. Assignments may be complex in nature, non-routine, and diverse.
Key Functions/Responsibilities:
- Provides advanced level technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and maintaining a consistent high level of quality ensuring all details of requests are met within defined and documented Service Desk SLA's.
- Consistently adheres to defined Service Desk processes, policies and procedures.
- Records, tracks, and reports on all customer incidents and service requests through to completion within defined and documented Service Desk SLA's.
- Acquires and maintains an advanced level of knowledge for supported products and support policies.
- Proactively research and stay abreast of new technology including to but not limited to: Windows 7/8/10, Office 2007/2010/2013 and Desktop/Laptop security solutions.
- Responsible for deploying software using automated tools.
- Regular and reliable attendance is an essential function of the position.
Required Qualifications:
- Two (2)+ years of call center phone support experience.
- 1+ years of experience with: Microsoft Operating Systems including Windows XP/7/8/10; MS Exchange/Outlook 2007/2010/2013 environments; IE 8/10/11, Chrome; Active Directory; Microsoft Applications including the MS Office Suite; Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software; HP Printer Support
Preferred Qualifications:
- Two (2)+ years of desktop support experience.
- Excellent Customer Service skills.
- Strong Analytical Skills
- Ability to adapt to an ever-changing environment
- Ability to handle a high stress environment
- Experience working in a high call/ticket volume environment.
- Strong critical thinking skills
- Experience with: SCCM, Dameware, and ServiceNOW (or similar Service Desk ticketing system).
Education:
- High school diploma or GED or equivalent experience required.
Pay Range
The typical pay range for this role is:
$17.00 - $29.88This 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ('PTO') or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
Cumberland, RI
At CVS Health we are transforming health care with a shared purpose: Bringing our heart to every moment of your health™
With 300,000 dedicated colleagues including veterans, service members, Guard and Reserve, and military spouses, we are improving the health of communities across America.
We recognize the value of military service and know that the skills and experience our nation's veterans and military spouses possess are unparalleled. As a CVS Health colleague, you’ll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone’s life, including your own.
As an enduring partner with Military Spouse Employment Partnership for 20 years, we’re committed to providing long-term career potential, opportunity, and support for military spouses.
Corporate Fellowship Programs
Transitioning Service Members - For transitioning service members and Coast Guardsmen within 180 days of separation from service interested in SkillBridge programs, please reach out to YourNextMission@CVSHealth.com to learn about the career tracks that we host participants in.
Accommodation Statement
We provide reasonable accommodations to individuals with disabilities as needed. To request an accommodation – including a qualified interpreter, written information in other formats, translation or other services – please email AdviceandCounsel@cvshealth.com or call 877-805-9511. If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
EEO Statement
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 comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT.
Military Spouses - We offer programs throughout the year and have partnered with Hiring Our Heroes to offer a 12-week paid fellowship for military spouses. During this time, you will receive professional training and hands-on experiences across CVS Health enterprise to quickly build your network and showcase your skillset. If you are interested in Military Spouse Fellowship programs, please reach out to our partners at Hiring Our Heroes.