Analyst, IT Customer Service - Flower Mound

IT Support Specialist

This position supports CVS Health enterprise users by providing break/fix for desktop equipment to include technical advice, guidance, and informal training to customers using hardware and software programs.

Has a minimum of 3 years IT experience in a direct support role.

Independently troubleshoots and restores routine and advanced technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

Proactively monitors and performs preventative maintenance.

Perform necessary diagnostic, root cause analysis, and corrective actions for hardware and software problems using predetermined methods.

Able to identify and escalate to appropriate groups; collaborate to identify root cause.

Candidate will create checklists and procedures for problem control and prevention.

Work in a team setting, sharing information, designated SME for assigned areas/functions of the business and other technical teams.

Responds, resolves, and documents service tickets in a timely manner according to service level agreements or assigned completion dates.

Resolves work orders and problem tickets across multiple locations including those remotely supported.

Focus on more complex issues requiring greater expertise.

Provide 24 x 7 on-call support as assigned as well as shift flexibility and travel as required.

Work independently without direction of teammates or manager to complete work orders and trouble tickets for end users.

Ability to complete project and activities independently with little or no follow-up from Manager or Senior technician including assigned change control tasks.

Ability to travel locally and remotely for projects, escalations, outages, production support, and cross-training.

Ability to install and service equipment located on the floor as well as, overhead.

Ability to communicate with the business to seek buy-in and understanding of mutually desired goals and objectives; think enterprise.

Required Qualifications:

• 1+ years in a Microsoft windows environment providing hands-on IT Desktop Support.
• 1+ years in a Microsoft windows environment providing remote Desktop Support using remote tools such as Splunk, Splash top, RTS, Go to assist, and/or Remote Desktop.
• 1+ years of hands-on experience supporting printers such as: Zebra, Ricoh, HP, Cannon, and/or Lexmark.
• 1+ years of experience installing and maintaining equipment located on the floor as well as overhead.
• Ability to move printers, monitors, and other equipment as needed up to 50 lbs.
• 1+ years of problem solving/trouble shooting experience that demonstrated working knowledge of operating systems/hardware/software.
• Post training must be available to work the shift, Monday through Friday 8:00 AM CST- 5:00 PM CST.
• Must be flexible with shift. First 4 weeks of training the start and end time will vary based on who they train with/shadow.
• Ability to work in office 100% of the time. This is NOT a remote role.
• Ability to travel for projects, escalations, outages, production support, and cross-training. Approximately 25%.
• Reliable transportation.

Preferred Qualifications:

• 2+ years in a Production Environment proving Desktop Support HIGHLY Preferred
• Good oral and written communication skills and possesses a strong customer focus.
• Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.
• Bachelor's degree and 3 + years of experience in a hands-on desktop support role.
• Experience in a Windows environment with MCSE, MCP, A+, SEC +, Network + certification.

Education:

• Associate's Degree or Certification and experience required
• Bachelor’s degree in computer science preferred.