Technical Support Analyst - Express Scripts

The Technical Support Analyst is responsible for the day to day performance and operation of both PC and LAN hardware and software.  Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems.  Provides accurate, timely and creative solutions to end-user computer and network problems.  Serves as an escalation point for technical, process and procedural questions and issues.  Ensures adherence to standard IT practices, techniques and established escalation processes.  Manages installation related efforts and participates in IT projects across the organization.

Specific areas of responsibility are:

• Completes the installation and maintenance of local infrastructure equipment which may carry data, voice and video communications to defined standards.   Coordinates with internal and external partners as required.  Participates on call rotation as needed including nights and weekends.

• Installs, configures, troubleshoots, and repairs Windows or Macintosh desktop and laptop computer systems, peripheral equipment and mobile devices. Escalates unresolved issues in a timely manner.  Configures and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.

• Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately.  Manages service request queue and resolves daily hardware and software service and support requests.  Adheres to established service level agreements.  Thoroughly document work performed in ticketing system.  Recommends ways to improve the customer experience.

• Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems. 

• Manages project assignments.  Assigns tasks to others.  Ensures project dates are met.  Schedules installations/ upgrades and provides system maintenance in accordance with IT procedures.  Works on site specific department projects and/or sub-projects.

• Implements approved operating system enhancements and recommends system modifications to reduce user problems.  Interacts with other support groups to restore service and /or identify and correct end-user computing problems.

• Serves as escalation point within the team to resolve more complex problems. 

• Serves as Subject Matter Expert (SME) across the organization.  Proactively shares technical knowledge with teams across the organization.  Provides training and guidance for new team members.

• Leads process improvement efforts.  Documents processes and creates checklists to ensure standardization of work.  Proactively updates documentation if changes are necessary.

• Manages user and equipment moves along with occasional unloading of new equipment and disposal of old equipment to salvage vendor.      

Qualifications

• BS in IT or related field or equivalent experience

• 3-5 Years PC/LAN Technical Experience

• Continued enhancement of Technical Skills through continuing education/seminars and interaction with other IT disciplines

• General knowledge of Microsoft Operating systems and Microsoft Office

• General knowledge of Apple computers and operating systems.

• General knowledge of networking switches and data networks.

• General knowledge of IP telecommunications systems.

• General knowledge of Audio Visual Systems

• Good communications skills 

• Previous customer service experience preferred

• Ability to prioritize and handle multiple tasks.

• Possess in-depth knowledge of the tools and processes required by the role.

• Functions in complex environments with minimal direction.

• Solid individual performance while partnering with others.

• Works well through self-directed effort.

• Shares knowledge in area of expertise.

• May serve as a technical subject matter expert.

• May provide technical assistance to resolve operating 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 Servic