Tech Rx In-Office Support Specialist

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.Overview:

As a Tech Rx In-Office Support Specialist, you will serve as a frontline resource, providing on-site technical support for CVS Health colleagues. We are seeking a skilled and customer-focused Windows and Mac Support Technician to join our team. This role involves troubleshooting hardware and software issues, assisting with device deployments, and ensuring efficient IT operations in the office.

• Password resets for various platforms and systems
• Operating system upgrade failures (Windows and macOS)
• Hardware and peripheral issues including broken or unresponsive devices
• OD (Operating Directory) issues, including access, syncing, or authentication problems
• Provide Tier 1 and Tier 2 technical support via help desk software, email, phone, or in-person.
• Provide in-person technical support for desktops, laptops, and mobile devices (Windows, macOS, iPhones, iPads).
• Diagnose and resolve hardware and software problems efficiently.
• Support device deployments, configurations, and user onboarding.
• Escalate complex issues to the appropriate teams as needed.
• Support end-user software installations, updates, and license management.
• Assist with onboarding/offboarding tasks such as device setup and user account provisioning.
• Accurately document issues, resolutions, and follow-up steps in the ticketing system.
• Manage device returns, refresh projects, and upgrades.
• Ensure timely assistance, being punctual and reliable.
• Work effectively in a team environment, sharing knowledge and collaborating with colleagues.
• Multi-task in high-demand situations, assisting multiple users when necessary.
• Acknowledge and engage users waiting for support, creating a comfortable and professional workspace.
• Maintain a clean and organized work area to enhance productivity.

• Experience in desktop support, IT helpdesk, or related technical roles.
• Excellent problem-solving, communication and customer service skills.
• Ability to work independently and in a team setting.
• Organized, detail-oriented, and capable of handling multiple tasks efficiently.
• Experience with enterprise security tools, VPNs, and single sign-on (SSO) systems
• Strong understanding of:
  • Windows 10/11 and macOS troubleshooting
  • Active Directory and/or Azure AD
  • Mobile Device Management (MDM) platforms like Jamf, Intune, or Kandji

• 3+ years of technical support experience in an IT environment. -
• 3+ years of proven experience with Windows operating systems, Microsoft Office Suite, Networking/VPN, Active Directory, and Multi-Factor Authentication (MFA).

• CompTIA certifications and Experience with Macs are preferred but not required.
• Education: - Verifiable High School diploma or GED is required. - Bachelor's degree preferred but not required.

• 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.