Sr. Analyst IT Customer Service Supervisor - Full-time / Part-time

Job Description

MAC (Macintosh) / APPLE Desktop Support

Duties and Responsibilities:

• Provides support to on a variety of technical issues - examples include: desktop, laptop hardware and software; network troubleshooting, in collaboration with the network infrastructure group.
• Duties shall include, but not be limited to: Diagnosing and troubleshooting desktop system, printer and operating problems.
• Consulting and instructing users on hardware and software questions/issues.
• Collaborate with IT Service Center and Network Infrastructure teams.
• Install, maintain and upgrade equipment and its associated infrastructure..
• Runs diagnostic tests to isolate system problems and make recommendations for potential solutions for: Operating Systems MAC, MS Office (Windows and Mac) software, Mac imaging solutions and ability to create Mac images.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and dispatched requests for technical support.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, phones, cell phones, PDAs, iPhones and iPads.
• A Level II/III Support Technician to serve as a project lead and break/fix technician for a wide variety of user technologies.

Required Qualifications

• Required Skills: Macintosh experience including mid to expert level support of Mac computers, iPhone, and iPad.
• A working knowledge of integrating Macintosh systems into an Active Directory Domain environment.
• Demonstrated knowledge and ability to remotely manage client systems.
• Experience with security and anti-virus products for Macs and Windows.
• Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC Experience with enterprise wide roll outs of new operating systems and software Understand basic networking technologies (LAN/WAN and wireless) Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments.
• Commercial experience in an IT support technician role that includes 3+ years of technical support experience in a hybrid Windows and MAC environment 3+ years' experience in help desk operations, to include Windows and Mac clients Hands on experience and in-depth knowledge of Macintosh technologies, JAMF _ Apple enterprise mobility management.
• Experience with mobile applications/products including: IPhone, iPad, and Android platforms Expertise in iPad / iPhone.
• Self-starter that is able to collaborate actively with others in a cross-functional team.
• Proven attention to detail and high standards for quality.
• Highly skilled in documenting written troubleshooting steps and instructions.
• Must be able to provide proof of all certifications.
• Successful completion and results of Background investigation and drug screening.
• Desired Skills: Apple Certified Macintosh Technician (ACMT).

Preferred Qualifications

• ITIL Foundations preferred, but not required at time of hire. Must be able to obtain as part of job.
• 2+ years MAC Xserve support experience desired.
• Mac Server experience.

Education

• Education and Certifications: High School Diploma or GED.
• Required education: High school or equivalent.
• Required experience: MAC Desktop Support: 3 years.

Business Overview

CVS Health, 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.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: