> Markdown version of [/jobs/ext/3853805-it-customer-service-analyst](https://www.wearedevelopers.com/jobs/ext/3853805-it-customer-service-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Customer Service Analyst - **Company:** CVS Health - **Location:** Honolulu, HI, United States - **Experience:** Experienced - **Salary:** $43,888.0 - $102,086.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Inventory Management Software, Remote Service Software, Runbook, Break Fix, Backend, Performance Monitor - **Published:** October 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a12cf3cbe6c62293 ## About the Role * 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 ## Description 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.