Sr Tech,Systems Support

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 Technical Operations Technician Support, 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.

Please note, this is a hybrid role that requires being able to work from our HQ (30 W Monroe, Chicago, IL 60603) at least 3 days a week.Core Responsibilities:

• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Support L1 and L2 tickets. Escalates complex or unresolved incidents and requests to the SME.
• Escalates complex or unresolved incidents and requests to the SME.
• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Monitors service delivery channels and collects performance data.
• Logs incidents and service requests and maintains relevant records.
• Walk the customer through the problem-solving process.
• Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
• Contributes to creation of support documentation.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Monitor Alerts to carry out requested triage solutions based on runbook.
• Provide training and support to L1 and L2 team members.
• Troubleshooting hardware, software, networking, remote access and operating systems
• macOS and Windows operating systems
• computer hardware, peripherals, smartphones, tablets and common software applications
• Active Directory and Microsoft 365
• Remote Desktop

What are we looking for?

• 2+ years of service desk support experience and good understanding of computer systems and other tech products
• Ability to adapt to a range of operating systems.
• Productive in a cloud-based environment.
• Preferred ITIL or CompTIA certification
• Advanced verbal and written communication skills necessary to present/explain technical knowledge, and provide advice to management, regulators, reviewers, and stakeholders.
• Experience and skills needed for customer support to include a focus on listening, rapport-building, clear communication, friendly and approachable nature, and courtesy and respect.
• He or she must possess exceptional verbal and written communications skills, an operations-oriented mindset, and a knack for technical firefighting, diagnostics, troubleshooting, and problem solving.
• Cloud-based Contact Center Phone Solution Experience
• Cloud-based IT Service Management (ITSM) ticketing system Experience
• Strong Customer Service, Communication, Problem-Solving, Time Management, Collaboration, Adaptability, Documentation, Security Awareness and ITIL Framework Knowledge
• Someone who embodies being “Oaky”

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
• Being scrappy

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

This pay range represents the base hourly rate