[Hiring] Help Desk Support Specialist @CVS Health

Role Description

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.

• 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.

Qualifications

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

Requirements

• 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.

Education

• High School Diploma

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.