Senior Analyst Desktop Support SME

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.

Position Summary:
Sr Analyst, Desktop Support Services/Subject Matter Experts to join Enterprise Desktop Support SME Team to provide outstanding technical support to our colleagues. This role requires an extremely high level of technical proficiency. To be successful, you must be able to diagnose and resolve complex issues related to technologies, business application software, telecommunication issues and potentially local network issues quickly and effectively. In addition, excellent verbal and written communication is required.

As a member of the Enterprise Desktop Support SME Team you will be required to:
- Represent Desktop Support in IRT calls or Disaster and Recovery (DBAR). Track and provide updates on reported issues until resolved.
- Manage support model for Medical Directors and other special support (Coram, Retail or PSS) as a part of an on-call rotation of 24/7
- Support and test new engineered technologies with Engineering teams

- Assist and support Merger & Acquisition implementation and deployment

- Assist with special projects (ie: Omnicare/Dist centers/Specialty refresh)
- Skilled in all desktop environments – HCB, CVS, Retail, PSS, Omnicare, Coram
- As appropriate, perform or provide feedback to third party teams for performance of root cause analysis, identify typical problems and patterns, develop procedures and controls for problem prevention
- Support multiple platforms including desktops, laptops, MAC, mobile devices, and tablets. Provide video conferencing support as needed.
- Provide 24/7 on-call support as assigned as well as shift flexibility
- Responsible for creating, providing and leading training in the organization (ex. -SME Support Solution sessions)
- Act as a mentor for Desktop Technicians
- Able to travel if required for work
- Strong communications skills to create documentation or represent Desktop in meetings
-Ability to complete tasks as assigned on time and within budget while maintaining a high performance level for daily tasks, this can include:
- Hardware and software testing and training
- Security and compliance issue remediation
- Utilize your experience with the following tools to support our colleagues throughout the organization: Microsoft Azure / Intune, and Active Directory, Microsoft Teams, Microsoft O365 Suite
- Act as a liaison between Desktop Support Team and various IT Teams (Engineering/Network/ Security/Voice/Mail, etc.) to solve new and persistent issues
- Engineering level troubleshooting and support for complex IT issues under pressure
- Ability to handle high priority or expedited escalations.

-Basic/Proficient with PowerShell scripting preferred

Required Qualifications:

• 5+ years of prior experience leading technical assistance in a large matrixed organization troubleshooting technical issues including access, hardware, software and peripherals. (Tools such as RTS-Remote Tech Station, Aternity, Splunk, ServiceNow, JAMF)

• Education:
  Bachelor's degree in Computer Science or 1 year of experience required for each year of college not attained

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our co