IT Customer Service Analyst

Job description

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 CVS Health is seeking a Desktop Support Analyst to join a leading healthcare organization supporting a high-volume mail order pharmacy operation. This is not an entry-level role — we're looking for an experienced analyst who can operate independently, troubleshoot complex hardware/system issues with minimal oversight, and serve as a technical resource for junior team members. This individual will provide onsite and remote technical support across a large pharmacy operation, supporting both front-office pharmacy staff (agents, pharmacists, technicians) and backend warehouse/dispensing teams where system uptime directly impacts patient-facing operations. The role also extends remote support to corporate employees across multiple states and serves as an escalation point within a regional support queue. What You'll Do Serve as an escalation point for Tier 1/Tier 2 issues across a regional support queue, resolving complex hardware, OS, and peripheral issues Support front-office pharmacy staff (~15 associates) and backend warehouse/dispensing operations where downtime has direct operational and patient-care impact Diagnose and resolve issues across PCs, monitors, barcode scanners, laser and label printers, and other pharmacy-specific peripherals Own IT asset lifecycle management: inventory tracking, equipment disposal coordination, and asset system accuracy Independently manage project tasks and assigned change control work with minimal manager follow-up Partner with Associate Managers and technical leadership to drive root cause analysis, not just symptom resolution Build and maintain checklists, runbooks, and standard procedures for problem control and prevention Perform proactive monitoring and preventative maintenance to reduce incident volume before it occurs Manage physical equipment logistics (installs, moves, floor and overhead equipment) Respond to and resolve tickets via phone, chat, and ticketing systems within SLA, maintaining clear documentation Provide on-call support on a rotating basis, including weekends, as assigned Schedule Monday–Friday, 8:00 AM – 5:00 PM HST, onsite in Honolulu, HI. Shift flexibility and periodic on-call/weekend availability required. Required Qualifications 3+ years of progressive Desktop Support / IT Support experience, including direct experience resolving escalated (Tier 2+) issues Demonstrated ability to work independently on projects and change control tasks with minimal supervision Strong hands-on troubleshooting across PCs, monitors, peripherals, and printers in a high-volume, SLA-driven environment Experience managing IT asset lifecycle: deployment, inventory tracking, and disposal coordination Proven track record supporting end users via phone, chat, and ticketing systems, with strong documentation habits Experience acting as an informal mentor or point of escalation Familiarity with remote support tools Ability to work onsite full-time in Honolulu, HI Excellent customer service, communication, and stakeholder management skills Preferred Qualifications Experience supporting barcode scanners, label printers, and pharmacy-specific hardware Experience in pharmacy, healthcare, warehouse, or distribution environments Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $21.10 - $49.08 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: 10/23/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.