Help Desk Support Spec

Help Desk Associate (Level 1)

At CVS Health, we are 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.

The Help Desk Associate (Level 1) role is an integral part of our growing team. We are looking for a competent Help Desk Associate to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. A Help Desk Associate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business.

Core Responsibilities

• Route / escalate help desk tickets to appropriate team members using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Troubleshoot IT issues remotely using remote support software and onsite from desktops, printers, peripherals and network / Wi-Fi.
• Assisting with the implementation of IT strategy.
• Assist with company expansion and network infrastructure.
• Ensuring continuous uptime for computers, and peripherals, and working with vendors to service basic medical equipment.
• Working with vendors to manage network infrastructure.
• Deploying hardware for new employees.
• Keep accurate inventory of all IT related equipment.
• Other duties as assigned.

Required Qualifications

• Phenomenal customer service skills.
• Ability to communicate clearly.
• Flexible and positive attitude.
• Passion for technology and using it to solve problems.
• High level of organization, reliability, and independence.
• Orientation toward detail.
• Demonstrated PC skills (MS Office, Google docs).
• Ability to research emerging technologies and make recommendations that benefit our business.
• Past professional experience in a fast-paced environment.
• Presentation skills (ability to train new hires on basic usage / setup when starting).
• At least 2-3 years help desk experience, 2-3 network experience.
• Experience working with a multiple operating systems (Microsoft, Chrome, Mac).
• US work authorization.

Education

Associate's Degree required, Bachelor's degree preferred.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $17.00 - $31.30. 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.

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.

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.