Desktop Support Analyst, CVS Health

Desktop Support Analyst

CVS Health

Location:

United States, Farmers Branch

Category:

IT - Administration

Contract Type:

Employment contract

Salary:

21.10 - 40.90 USD / Hour

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Job Description:

This position is responsible for providing application and white glove support deskside and remote to Signify Health’s external and internal users. The role primarily involves providing tier 3 application support, white glove Executive Support, and training for technical troubleshooting and escalations. Collaboration with engineering, product, and IT operations teams is required to develop tools, processes, and documentation to support operations.

Job Responsibility:

Work with Product and Engineering to ensure Service Desk and Desktop teams have proper tools for supporting the customer base
Act as primary escalation point for application issues and partner with engineering and/or product as needed
Identifies and participates in critical issue escalations partnering with Critical Incident and Problem Manager roles
Provides Executive Support for leadership that is on-site or remote as needed
Train others and take ownership of tickets when required
Assist Supervisor with creation of both intra and inter team documentation and work processes that will boost the level of productivity
Assists in the development of appropriate technical documentation, policies, procedures
Partners with product, engineering, infrastructure and tools teams on projects as a subject matter expert representing IT Service Operations
May provide overflow services to infrastructure or tools teams as needed.

Requirements:

Bachelor’s degree in computer related field or equivalent experience
5+ years successful work in IT Support (Application Support Required)
Experience writing basic SQL queries PowerShell Scripts and executing
SME in Windows 10/11, MacOS, OKTA and Active Directory account management, WiFi Networking
Ability to partner with engineering and product to define and implement good tools for monitoring, troubleshooting and repairs
Ability to understand release notes and train others
Excellent analytical, conceptual, and problem-solving abilities
Excellent process flow and technical support documentation skills
Excellent communication and interpersonal skills
Able to communicate at all levels in the entire organization
Strong understanding of ITSM and ITIL frameworks
High level of initiative and work ethic, self-motivation and a self-starting mindset
Moderate to advanced Microsoft Excel skills a plus
Two years of support in a healthcare setting preferred.

Nice to have:

Moderate to advanced Microsoft Excel skills
Two years of support in a healthcare setting

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs such as wellness screenings, tobacco cessation, and weight management
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access.

Additional Information:

Job Posted:

March 19, 2025

Expiration:

June 27, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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