Senior Analyst, Help Desk Support

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

**Position Summary**

Applies in-depth knowledge to provide technical support to end-users, diagnosing and resolving technical issues through various channels while delivering customer service. Owns submitted tickets through issue resolution whether completed by ACE team or through monitoring the transfer to other teams for completion.

+ Administers technical assistance to end users, facilitating troubleshooting initiatives and resolving desktop-related issues promptly and accurately.

+ Works collaboratively with IT teams internally to escalate and resolve complex technical problems for swift resolution.

+ Examines and manages ticketing systems to prioritize and address service requests

+ Implements and enforces security policies to protect desktop systems and information in accordance with company standards and protocols.

+ Applies in-depth knowledge to optimize desktop support processes as needed by end users for efficiency and effectiveness, providing summarization results reports to management for review.

+ Identifies opportunities to improve desktop support processes and provide a better user experience.

+ Conducts routine training sessions and uses documentation to help users navigate and effectively complete common desktop tasks.

+ Overall coordination for technical incident reports that would go through a help desk including – citrix, vpn, VIP token, Zscaler, Jabber, Voicemail, bluetooth, Verint, Finesse, Outlook, Medcompass, Windows11, CEC, HRP, Rumba locking, Incedo login issues, Windows 11, Workday, Intradium, Docking Station, Onboarding, etc

+ Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems.

+ Collaborates with ISPs (Internet Service Providers) for issues that have not been able to be resolved with the staff and their ISP

+ Collaborates with telephony for issues with headsets and phone systems

+ Applies in-depth knowledge of telecommunication principles to diagnose and resolve telecommunication-related issues, collaborating with cross-functional teams and vendors as needed.

+ Supports the rollout of new telephony systems, upgrades, or integrations.

**Required Qualifications**

+ 3-5 years prior relevant work experience

+ Working knowledge of problem solving and decision making skills

+ Bachelor's degree/specialized training/relevant professional qualification

**Preferred Qualifications**

+ Proficient in a ticketing system

+ Proficient in MS Office

+ Well-rounded view of home office set-up with ISP, telephony, hardware and software tools

+ Effective verbal and written communication with multiple levels of staff in a clear and concise manner

**Education**

+ Bachelor's degree/specialized training/relevant professional qualification

**Anticipated Weekly Hours**

40

**Time Type**

Full time

**Pay Range**

The typical pay range for this role is:

$46,988.00 - $112,200.00

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 serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

**Great benefits for great people**

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .

+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit

We anticipate the application window for this opening will close on: 06/01/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.