At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. **Role Description:** As a Technical Operations Technician Support, responsible to support one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated. You will also be participating in projects to help improve the environment, to help make it more efficient as well as to create a delightful experience for the end user. **Please note, this is a hybrid role that requires being able to work from our HQ (30 W Monroe, Chicago, IL 60603) at least 3 days a week.** **Core Responsibilities:** + Acts as the routine contact point, receiving and handling requests for support. + Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. + Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. + Perform remote troubleshooting through diagnostic techniques and pertinent questions. + Support L1 and L2 tickets. Escalates complex or unresolved incidents and requests to the SME. + Escalates complex or unresolved incidents and requests to the SME. + During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements. + Monitors service delivery channels and collects performance data. + Logs incidents and service requests and maintains relevant records. + Walk the customer through the problem-solving process. + Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate. + Contributes to creation of support documentation. + Maintains records, informs users about the process and advises relevant persons of actions taken. + Monitor Alerts to carry out requested triage solutions based on runbook. + Provide training and support to L1 and L2 team members. + Troubleshooting hardware, software, networking, remote access and operating systems + macOS and Windows operating systems + computer hardware, peripherals, smartphones, tablets and common software applications + Active Directory and Microsoft 365 + Remote Desktop **What are we looking for?** + 2+ years of service desk support experience and good understanding of computer systems and other tech products + Ability to adapt to a range of operating systems. + Productive in a cloud-based environment. + Preferred ITIL or CompTIA certification + Advanced verbal and written communication skills necessary to present/explain technical knowledge, and provide advice to management, regulators, reviewers, and stakeholders. + Experience and skills needed for customer support to include a focus on listening, rapport-building, clear communication, friendly and approachable nature, and courtesy and respect. + He or she must possess exceptional verbal and written communications skills, an operations-oriented mindset, and a knack for technical firefighting, diagnostics, troubleshooting, and problem solving. + Cloud-based Contact Center Phone Solution Experience + Cloud-based IT Service Management (ITSM) ticketing system Experience + Strong Customer Service, Communication, Problem-Solving, Time Management, Collaboration, Adaptability, Documentation, Security Awareness and ITIL Framework Knowledge + Someone who embodies being “Oaky” **What does being “Oaky” look like?** + Radiating positive energy + Assuming good intentions + Creating an unmatched patient experience + Driving clinical excellence + Taking ownership and delivering results + Being scrappy **Anticipated Weekly Hours** 40 **Time Type** Full time **Pay Range** The typical pay range for this role is: $18.50 - $38.82 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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: + **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** . + **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. + **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 08/08/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.