Sr Help Desk Supp Spec

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.Role Description:

As a Sr Tech, Systems Support, you are responsible to support one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated. You will also be participating in projects to help improve the environment, to help make it more efficient as well as to create a delightful experience for the end user.Core Responsibilities:

• Day to day technical and application support for external clinician network and internal CVS Health employees
• Customer engagement via ticketing system, inbound and outbound, and email channels
• Resolve Apple iPad, iOS, and CVS application support for employees.
• Resolve MacOS, Windows OS devices, Dell Peripherals, and Logitech webcams for internal CVS Health employees
• Respond, coordinate, and monitor hardware fulfillment requests for laptops, tablets/ipads, and PC peripherals (Monitor, Keyboard, Mice, Webcams)
• Escalate and manage tickets transferred to other departments
• Keep customers/end users and ticket documentation up to date
• Collaborate on ad hoc projects
• Ability to work occasional overtime, weekend, and holidays

• 1+ years of successful work with Service Desk or HelpDesk Support
• 'Customer First' Mindset and Collaborative
• Experience supporting Apple iOS and iPad hardware, Window 10/11 and hardware
• Experience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One)
• Proven analytical and problem-solving abilities
• Experience with Help Desk ticketing systems
• Strong customer service skills (Written and verbal)
• High School Diploma or equivalent.

• 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.