IT Technical AnalystBookmark This
Buffalo Grove, IL
DescriptionJob Category:Information Systems
Clinical Licensure Required :N/A
Job Type:Full Time Position Summary:
Technical Analysts provide front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. Technical Analysts are responsible for responding to and resolving service tickets in a timely manner. Technical Analysts must have strong communication skills and be able to effectively present information and respond to questions either one-to one or to groups of employees. They must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. 3+ years experience working in a computer operations environment. Thorough understanding of operating systems, hardware, and software used by Caremark or the equivalent is required. Demonstrated experience working independently to complete assigned tasks. Caremark/IT Core Competencies.Verbal and Written Communication.
Provides technical advice, guidance, and informal training to customers using hardware and software programs. Responsible for Tier I software and hardware support. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Works in a team setting, sharing information, training and assisting others with work orders. Required Qualifications:
Minimum 3+ years of experience working in an end-user desktop support role or computer operations environment. Appropriately retrieves work orders to manage desktop systems through the build out, implementation, and ongoing maintenance of desktop environment. Responds, resolves, and documents service tickets in a timely manner according to service level agreements or assigned completion dates. Monitors system health, reports status and makes recommendations to management for corrective action to improve system health. Document process improvements, procedures and inventories. Performs add/move/change requests to equipment. In support of the resolution of production issues, assists team members which can involve monitoring system equipment, re-starting servers, and reporting system performance at user level. Perform necessary diagnostic and corrective actions for hardware and software problems. Provides 24 x 7 on-call support as assigned. Solid problem solving/trouble shooting skills, demonstrated working knowledge of operating systems/hardware/software, ability to work independently to complete assigned tasks, ability to train co-workers, good oral and written communication skills, and possesses a strong customer focus. Ability to move printers, monitors, servers and other equipment as needed. Ability to install and service equipment located on the floor as well as overhead. Preferred Qualifications:
Experience in a Windows environment with MCSE certification is preferred. Education:
Bachelor's degree in Computer Science. If no degree, then two additional years of experience are required for each year of college not attained. Business Overview:
CVS Caremark, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units - MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.