Tech, IT Customer Service & Support

$35,360 - $65,104/Yr

CVS Health - Providence, RI

Full-time - Entry Level

Providence, RI

10,001+ employees

Health and Personal Care Retailers

About the position

The IT Service Center Technician at CVS Health is responsible for providing technical phone support to employees, contractors, clients, and vendors. This role involves answering calls, managing support tickets, troubleshooting issues, and ensuring excellent customer service while adhering to defined service desk processes. The technician will work on both hardware and software support, coordinate with internal teams, and maintain a high level of service quality.

Responsibilities

• Provide advanced level technical support for all PC hardware, software, and peripherals.
• Assist in maintaining the stability of LAN/WAN connections.
• Record, track, and report on all customer incidents and service requests through to completion.
• Acquire and maintain advanced knowledge of supported products and support policies.
• Proactively research and stay updated on new technology.
• Deploy software using automated tools.
• Ensure regular and reliable attendance.

Requirements

• 1+ years of call center phone support experience.
• 1+ years of experience with Microsoft Operating Systems including Windows XP/7/8/10.
• Experience with MS Exchange/Outlook 2007/2010/2013 environments.
• Familiarity with Internet Explorer, Chrome, Active Directory, and Microsoft Applications including the MS Office Suite.
• Experience with Mainframe and Emulators, Unix/Putty, Citrix, SQL Server, and remote computer control software.
• HP Printer Support experience.

Nice-to-haves

• Two (2)+ years of desktop support experience.
• Excellent Customer Service skills.
• Strong Analytical Skills.
• Ability to adapt to an ever-changing environment.
• Experience working in a high call/ticket volume environment.
• Strong critical thinking skills.
• Experience with SCCM, Dameware, and ServiceNOW.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee discount
• Employee stock purchase plan
• Health insurance
• Life insurance
• Paid Time Off (PTO)
• Paid holidays
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses