IT Customer Service Analyst (Onsite - Flower Mound, TX)

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 The IT Customer Service Analyst provides onsite technical support for CVS Health employees, delivering exceptional customer service while resolving hardware, software, and system issues. This role is responsible for troubleshooting desktop technology problems, performing preventative maintenance, supporting multiple locations, and ensuring timely issue resolution in accordance with service level agreements (SLAs). This position requires a self-motivated individual who can work independently, collaborate across technical teams, and support both operational and project-based initiatives. Location: Onsite, Flower Mound, TX (100% onsite) Key Responsibilities Provide onsite and remote desktop support for hardware, software, peripheral devices, and end-user technologies.Troubleshoot, diagnose, and resolve technical issues, performing root cause analysis and implementing corrective actions to prevent recurrence.Install, configure, maintain, and support desktop equipment, printers, scanners, and related technologies; proactively monitor systems and perform preventative maintenance.Manage and resolve service requests and incidents within established SLA requirements, escalating complex issues and collaborating with support teams as needed.Create and maintain technical documentation, procedures, and knowledge base articles.Support multiple locations, including remote and satellite sites.Serve as a subject matter expert (SME) for designated technologies, systems, and business functions.Participate in technology projects, system upgrades, change management initiatives, and operational support activities.Partner with business stakeholders to align technical solutions with business objectives and communicate technical information effectively.Provide after-hours and on-call support and travel as needed for projects, escalations, outages, training, and cross-functional support initiatives. Required Qualifications Minimum 3 years of IT experience in a desktop support or technical support role.At least 1 year of hands-on experience supporting Microsoft Windows environments.At least 1 year of experience providing remote desktop support using tools such as Splunk, Splashtop, GoTo Assist, Remote Desktop, or similar technologies.At least 1 year of experience supporting and troubleshooting printers, including Zebra, Ricoh, HP, Canon, Lexmark, or similar devices.Experience troubleshooting hardware, software, and operating system issues.Experience installing, maintaining, and supporting equipment located both at floor level and overhead.Ability to lift and move equipment, including printers and monitors, up to 50 pounds.Ability to work independently and manage multiple priorities with minimal supervision.Reliable transportation and ability to travel up to 25% as needed.Availability to work Monday through Friday, 8:00 AM to 5:00 PM CST following training.Flexibility during the first four weeks of training, when schedules may vary.Ability to work onsite 100% of the time. This is not a remote position. Preferred Qualifications 2+ years of desktop support experience in a production, manufacturing, or operations environment.Strong customer service, verbal communication, and written communication skills.Demonstrated ability to complete projects independently with limited management oversight.Industry certifications such as A+, Network+, Security+, MCP, MCSE, or related credentials. Education Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience (HS diploma + 4 years relevant experience).Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $21.10 - $40.90 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: 08/28/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.