Technical Support Analyst - Evernorth Health Services

Job Description

The mission of the Technology Solutions and Support organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will act as a site contact, provide technical and process guidance to other members of the team, and participate in Technology projects across the organization. This position will be responsible for ensuring an outstanding level of customer service and should possess advanced technical knowledge. This role will be responsible for installing, configuring, troubleshooting, and repairing computer workstations while monitoring performance and diagnosing and resolving problems. You will provide accurate, timely, and creative solutions to our colleague’s computer and network problems while adhering to standard Technology practices and techniques. This position will serve as an escalation point for technical, process, and procedural questions and issues.

Responsibilities:

• Provide fundamental technical support to colleagues, including but not limited to:
• Diagnosing, troubleshooting, configuring, and refreshing computer hardware.
• Installing and troubleshooting software applications.
• Conducting voice and video network diagnostics and repairs.
• Configuring, training, and diagnosing mobile devices.
• Performing recovery testing to ensure system availability following outages.
• Manage basic ticket workflows, including:
• Escalating unresolved issues promptly.
• Maintaining and tracking hardware inventory in relevant systems.
• Documenting and monitoring the status of colleague inquiries and coordinating responses.
• Setting proactive expectations with colleagues and following up to ensure satisfaction.
• Provide proactive maintenance, support, and innovation, including:
• Implementing approved operating system enhancements.
• Recommending system modifications to mitigate colleague issues.
• Collaborating with other support teams to restore services and resolve computing problems.
• Identifying opportunities for process improvements and supporting continuous improvement initiatives under the supervisor's direction.
• Perform other assigned duties and responsibilities as required.

Qualifications:

• Strong technical knowledge and experience with computer hardware and software.
• Proficient in diagnosing and troubleshooting technical issues related to voice, video, and mobile devices.
• Experience in managing ticketing workflows and maintaining inventory systems.
• Excellent documentation and communication skills, with a focus on maintaining colleague satisfaction.
• Ability to work collaboratively with other support teams and proactively identify and implement solutions.
• Initiative to recommend enhancements and contribute to process improvements.
• Commitment to delivering exceptional customer service and alerting team members of major issues.

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 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

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