Technical Support Analyst - Express Scripts - OnSite

Join a team that keeps people connected and productive every day. As a Technical Support Analyst, you will play a key role in delivering reliable, high-quality technology experiences. You'll solve problems, improve systems, and build trust with end users by providing fast, effective support across devices and networks. This is a hands-on role where your expertise directly impacts business performance and user satisfaction.

** Responsibilities*
* + Deliver timely resolution of end-user issues across desktop, laptop, mobile, and network environments, improving system uptime and user productivity

+ Install, configure, and maintain Windows and Mac devices, peripherals, and standard applications to ensure consistent performance

+ Monitor and troubleshoot hardware, software, and LAN issues; identify root causes and implement solutions that reduce repeat incidents

+ Manage service requests and incident queues, meeting service level commitments and maintaining accurate documentation in the ticketing system

+ Partner with internal teams and external vendors to restore service quickly and improve support processes

+ Escalate complex issues appropriately while ensuring clear communication and follow-through with stakeholders

+ Support infrastructure activities, including device deployments, upgrades, and site-specific technology projects

+ Maintain accurate inventory tracking for hardware assets, supporting lifecycle management and operational efficiency

+ Enhance user experience by setting clear expectations, providing proactive updates, and delivering strong customer service

+ Follow established processes and recommend improvements to documentation and workflows to drive standardization and efficiency

+ Contribute to project execution by completing assigned tasks on schedule and supporting broader IT initiatives

+ Participate in on-call rotation to ensure continuous support, including evenings and weekends as needed

+ Shift Coverage Monday - Friday :
First Shift

+ Ability to travel and support additional sites as needed

** Required Qualifications*
* + 3+ years of experience supporting PC/LAN environments in a technical support role

+ Hands-on experience troubleshooting Windows and/or Mac operating systems, hardware, and peripheral devices

+ Working knowledge of networking fundamentals, including switches and data networks

+ Experience managing and resolving service requests using a ticketing system

+ Strong problem-solving skills with the ability to diagnose and resolve technical issues independently

+ Effective communication skills with a focus on delivering excellent customer service

+ Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment

+ Experience working with standard IT processes, escalation procedures, and service level agreements

** Preferred Qualifications*
* + Bachelor's degree in Information Technology or related field

+ Familiarity with IP telecommunications and audio-visual systems

+ Experience supporting mobile devices and enterprise applications

+ Exposure to IT inventory management and asset tracking systems

+ Continuous learning mindset, including participation in training or technical certifications

+ Experience collaborating across teams and supporting distributed or multi-site environments

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10

Mbps download/5

Mbps upload.

For this position, we anticipate offering an hourly rate of 28 - 43 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of…