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# IT Customer Service Analyst

- **Company:** CVS Health
- **Location:** Wilkes-Barre, PA, United States
- **Salary:** $43,888.0 - $85,072.0
- **Contract:** Permanent contract
- **Skills:** Zebra (Programming Language), Microsoft Windows, Remote Desktop Services, Splunk
- **Published:** September 3, 2026
- **Apply:** https://www.techcareers.com/job.asp?id=3379554514&tx=ZT2524THV&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* 2+ years in a Microsoft windows environment providing hands-on IT Desktop Support.
 * 1+ years in a Microsoft windows environment providing remote Desktop Support using remote tools such as Splunk, Splash top, Go to assist, and/or Remote Desktop.
 * 1+ years of hands-on experience supporting printers such as: Zebra, Ricoh, HP, Canon, and/or Lexmark.
 * 1+ years of experience installing and maintaining equipment located on the floor as well as overhead.
 * Ability to move printers, monitors, and other equipment as needed up to 50 lbs.
 * 2+ years of problem solving/trouble shooting experience that demonstrated working knowledge of operating systems/hardware/software.
 * Must be flexible with shift. First 4 weeks of training the start and end time will vary based on who they train with/shadow.
 * Ability to work in office 100% of the time. This is NOT a remote role.
 * Ability to travel for projects, escalations, outages, production support, and cross-training. Approximately 25%.
 * Reliable transportation., * 2+ years in a Production Environment proving Desktop Support HIGHLY Preferred
 * Good oral and written communication skills and possesses a strong customer focus.
 * Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.
 * Bachelor's degree and 3 + years of experience in a hands-on desktop support role.
 * Experience in a Windows environment with MCSE, MCP, A+, SEC +, Network + certification.

Education

 * Bachelor's degree or equivalent practical experience (HS diploma + 4 years relevant experience).

## Description

As an IT Customer Service Analyst on our team, you will support the Wilkes-Barre Mail Order Pharmacy at CVS Health by providing desktop support to include technical advice, guidance, and informal training to customers using, * Troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

 * Proactively monitoring and performing preventative maintenance.
 * Identifying technical issues and escalating to appropriate second level groups if needed.
 * Collaborating to identify root causes.
 * Creating checklists and procedures for problem control and prevention.
 * Working in a team setting, sharing information.
 * Responding, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates.
 * Resolving work orders and problem tickets across multiple locations including those remotely supported.
 * Providing 24 x 7 on-call support as assigned including weekends.
 * Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.
 * Installing and maintaining equipment located on the floor as well as overhead.
 * Moving printers, monitors, and other equipment as needed.
 * Shift hours are
 * Monday-Friday 9:30am - 6:00pm ET
 * Please note this position is not remote and we are looking for a colleague local to our Wilkes-Barre, PA location
 * This position will support PTO coverage for night shift when necessary.