Tech,Field Tech Services

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:
 

Note: This role is focused on supporting our clinics in the Baton Rouge/Lafayette area, with secondary support to Shreveport and New Orleans.

The Field Technician role is an integral part of our team.  We are looking for a competent Field Technician to provide fast and useful technical assistance on computer systems. Field Technicians answer queries on basic technical issues and offer advice to solve them. A Field Technician must have excellent 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:

• Level 1-2 support with tickets and field issues

• 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 the final resolution

• Troubleshoot IT issues (remotely or in-person) using remote support software and onsite from desktops, printers, peripherals, and network/Wi-Fi

• Ensuring continuous uptime for computers, and peripherals

• Working with vendors to service basic medical equipment

• Working with vendors to manage network infrastructure

• Assisting with new hire orientations

• Deploying hardware for new employees

• Required to visit clinics on a regular basis

• A reliable car is required

• Travel is required 50%-75% of the time focusing on the Baton Rouge/Lafayette area

• Keep accurate inventory of all IT-related equipment

• Assisting with the implementation of IT strategy

• Assist with company expansion and network infrastructure

• Ability to lift or do physical tasks up to 50 lbs.

• Other duties as assigned

What are we looking for?
 

We're looking for motivated professionals with:

• 2+ years of service desk experience is required

• 2+ years of network experience is recommended

• A High School Diploma is required

• An Associate's degree in computer science or a related field is recommended

• A Bachelor's degree in computer science or a related field is recommended

• Recommended certifications: CompTIA A+ certification, ITIL 4 foundations, or HDI Desktop Advanced Support Technician (HDI-DAST)

• General knowledge of multiple operating systems (Microsoft, Chrome, Mac)

• Excellent customer service skills

• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

• Must have a flexible and positive attitude

• High level of organization, reliability, and independence with an eye for detail

• Professional experience in a fast-paced environment

• Demonstrated PC skills (Microsoft Office, Google suite)

• Basic knowledge of ITIL (or equivalent) and Service Desk metrics/SLAs

• Ability to lift or do physical tasks up to 50 lbs.

• US work authorization

What does being "Oaky" look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results