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.

As an IT Customer Service Analyst on our team, you will support the Wilkes-Barre Mail Order Pharmacy at CVS Health by providing desktop support to include technical advice, guidance, and informal training to customers using
hardware and software programs.

Some of the main responsibilities for this opportunity include:

• Troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

• Proactively monitoring and performing preventative maintenance.

• Identifying technical issues and escalating to appropriate second level groups if needed.

• Collaborating to identify root causes.

• Creating checklists and procedures for problem control and prevention.

• Working in a team setting, sharing information.

• Responding, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates.

• Resolving work orders and problem tickets across multiple locations including those remotely supported.

• Providing 24 x 7 on-call support as assigned including weekends.

• Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.

• Installing and maintaining equipment located on the floor as well as overhead.

• Moving printers, monitors, and other equipment as needed.

• Shift hours are

• Please note this position is not remote and we are looking for a colleague local to our Wilkes-Barre, PA location

• This position will support PTO coverage for night shift when necessary.

• 2+ years in a Microsoft windows environment providing hands‑on IT Desktop Support.

• 1+ years in a Microsoft windows environment providing remote Desktop Support using remote tools such as Splunk, Splash top, Go to assist, and/or Remote Desktop.

• 1+ years of hands‑on experience supporting printers such as:
  Zebra, Ricoh, HP, Canon, and/or Lexmark.

• 1+ years of experience installing and maintaining equipment located on the floor as well as overhead.

• Ability to move printers, monitors, and other equipment as needed up to 50 lbs.

• 2+ years of problem solving/trouble shooting experience that demonstrated working knowledge of operating systems/hardware/software.

• Must be flexible with shift. First 4 weeks of training the start and end time will vary based on who they train with/shadow.

• Ability to work in office 100% of the time. This is NOT a remote role.

• Ability to travel for projects, escalations, outages, production support, and cross‑training. Approximately 25%.

• Reliable transportation.

• 2+ years in a Production Environment proving Desktop Support HIGHLY Preferred

• Good oral and written communication skills and possesses a strong customer focus.

• Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.

• Bachelor’s degree and 3 + years of experience in a hands‑on desktop support role.

• Experience in a Windows environment with MCSE, MCP, A+, SEC +, Network + certification.

• Bachelor’s degree or equivalent practical experience (HS diploma + 4 years relevant experience).

40

Full time

The typical pay range for this role is:

$21.10 - $40.90

This pay range represents the…