IT Customer Service Analyst

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time. Position Summary As an IT Customer Service Analyst on our team, we are looking for a colleague who can provide high quality, customer focused, distributed computing services and desktop support. Our goal is to deliver innovative solutions, maintain standard practices and consistency in the distributed environments we work with. Some of the main responsibilities of this position include: Imaging laptops/desktops, installing software, packing, and prepping for shipping. Receiving equipment and assisting with data recovery. Perform Inventory management duties such as updating ServiceNow Hardware Asset Management (HAM) and QuickBase. Contribute to knowledge bases and collaborates with team members to ensure information sharing and continuous improvement of support services. Engage in effective communication and knowledge sharing to ensure comprehensive support to end-users. Provides insights to management and suggests proactive measures to prevent future incidents and improve system stability. Diagnoses hardware malfunctions, performs basic repairs or replacements, and coordinates with relevant teams or vendors for advanced hardware repairs or replacements when necessary. Provide technical support and assistance to end-users within the organization by addressing and resolving information technology-related issues and inquiries from internal users, ensuring a positive customer service experience. Analyze and diagnoses technical problems reported by end-users by asking probing questions to gather relevant information, investigating the root cause of the issue, and providing step-by-step guidance and solutions to resolve the problem. Prioritize and categorize incidents based on severity, urgency, and impact to facilitate effective resolution and ensure proper communication with end-users. Assist end-users with the installation, configuration, and usage of software applications, including troubleshooting application errors, providing guidance on functionalities, and addressing compatibility issues. Collaborates with application development teams and vendors to resolve complex application-related problems. Required Qualifications 2+ years of experience in IT customer support role. 2+ years of Microsoft Office applications. Must be able to lift minimum of 50 lbs. Preferred Qualifications 2+ years of experience troubleshooting hardware and software. Service Now ticketing experience. LAN certified Network administration and/or equivalent experience. MCSE/MCA or related computer experience. Excellent communication skills. Education Verifiable High School Diploma or GED with equivalent work experience required, Bachelor's Degree in Computer Science or related discipline preferred. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $21.10 - $44.99 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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 05/15/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.