IT Customer Service Analyst

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.

CVS Health is seeking a Desktop Support Analyst to join a leading healthcare organization supporting a high-volume mail order pharmacy operation.

• Serve as an escalation point for Tier 1/Tier 2 issues across a regional support queue, resolving complex hardware, OS, and peripheral issues
• Support front-office pharmacy staff (~15 associates) and backend warehouse/dispensing operations where downtime has direct operational and patient-care impact
• Diagnose and resolve issues across PCs, monitors, barcode scanners, laser and label printers, and other pharmacy-specific peripherals
• Own IT asset lifecycle management: inventory tracking, equipment disposal coordination, and asset system accuracy
• Independently manage project tasks and assigned change control work with minimal manager follow-up
• Partner with Associate Managers and technical leadership to drive root cause analysis, not just symptom resolution
• Build and maintain checklists, runbooks, and standard procedures for problem control and prevention
• Perform proactive monitoring and preventative maintenance to reduce incident volume before it occurs
• Manage physical equipment logistics (installs, moves, floor and overhead equipment)
• Respond to and resolve tickets via phone, chat, and ticketing systems within SLA, maintaining clear documentation
• Provide on-call support on a rotating basis, including weekends, as assigned
• Schedule Monday–Friday, 8:00 AM – 5:00 PM HST, onsite in Honolulu, HI. Shift flexibility and periodic on‑call/weekend availability required.

• 3+ years of progressive Desktop Support / IT Support experience, including direct experience resolving escalated (Tier 2+) issues
• Demonstrated ability to work independently on projects and change control tasks with minimal supervision
• Strong hands‑on troubleshooting across PCs, monitors, peripherals, and printers in a high-volume, SLA‑driven environment
• Experience managing IT asset lifecycle: deployment, inventory tracking, and disposal coordination
• Proven track record supporting end users via phone, chat, and ticketing systems, with strong documentation habits
• Experience acting as an informal mentor or point of escalation
• Familiarity with remote support tools
• Ability to work onsite full‑time in Honolulu, HI
• Excellent customer service, communication, and stakeholder management skills

• Experience supporting barcode scanners, label printers, and pharmacy‑specific hardware
• Experience in pharmacy, healthcare, warehouse, or distribution environments

40

Full time

The typical pay range for this role is: $21.10 - $49.08 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.

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive…