Help Desk Support Specialist

Socket.dev; Kentucky; Hybrid; USD 23,000 - 47,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health in the United States is seeking a Help Desk Support Specialist to provide IT assistance primarily by phone for a range of business applications. The Level 1 technician is the first escalation point for IT inquiries from employees, contractors, and clients, collaborating with end-users and IT teams to ensure timely resolution.

This full-time role requires 40 hours weekly, 2+ years of experience, and strong communication skills.

Qualifications

• 2+ years recent technical support or desktop support experience.
• Strong written and oral communication skills.
• Ability to diagnose and escalate issues while following Service Desk processes.

Responsibilities

• Provide IT assistance primarily over the phone for business applications.
• Serve as first escalation point for IT inquiries from employees, contractors, and clients.
• Collaborate with end-users and IT teams to ensure timely incident resolution.
• Operate within IT Service Center policies while delivering excellent customer service.

Skills

Customer service

Communication

Problem solving

Typing speed 30+ WPM

Team collaboration

Fast learner

Education

High School Diploma

Tools

Windows 10

Microsoft 365

Edge/Chrome

Active Directory

Azure AD

AS/400 & QL3270

Putty

SQL Server

SCCM/Remote Control tools

VPN Clients

Citrix

VMware Horizon

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 ourselvesaccountable 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.

The Help Desk Support Specialist provides IT assistance, primarily over the phone, serving as the front line of support for an array of business applications. The Level 1 technician is also the first point of escalation for all IT related inquiries supporting employees, contractors, and clients of CVS Health. By partnering with end-users and IT teams, the technician assists in ensuring all incidents are analyzed and resolved within the agreed time frames. Team collaboration is paramount to ensure high quality solutions are delivered on a consistent basis. This individual is expected to operate within the IT Service Center Policies and Procedures while delivering an excellent customer service experience.

The Help Desk Support Specialist expectations:

• Reliable and punctual attendance.
• 30+ WPM typing speed.
• Working within a fast-paced call center environment where the bulk of time is spent fielding inbound calls.
• Ability to diagnose and quickly resolve or elevate technical issues.
• Consistently adheres to defined Service Desk processes and procedures, and established call-center metrics.
• Excellent customer service & problem-solving skills with ability to communicate with and assist non-technical audiences with software and systems.
• Maintains an up-to-date understanding of the CVS knowledge base for supported products and departmental procedures.
• Responsible for deploying software using automated tools in break/fix scenarios.
• Effective, supportive, and responsive team player that can collaborate to resolve complex issues.
• Ability to adapt quickly to new technologies and changing business requirements with Proven ability to quickly learn new applications, processes, and procedures.
• Ability to reach intelligent conclusions and show initiative when addressing customer issues.
• Comfortable in a fast-paced environment and capable of navigating situations of high-stress when they arise.
• Excellent oral and written communication skills.
• Perform all responsibilities of this position while continually presenting a positive and professional decorum for the rest of the team and the company.

Required Qualifications:

• 2+ years recent technical support experience, desktop support experience, call center phone support experience, or in-person customer service.

Preferred Qualifications:

• Advanced experience with the following:
• Microsoft Operating Systems, primarily Windows 10.
• Microsoft Office 365 products and environment.
• Microsoft Edge and Google Chrome.
• Active Directory Users and Computers, Attribute Editor, or similar Administration Tools.
• Azure Active Directory
• Mainframe (AS400, QL3270) and Emulators, Unix/Putty, SQL Server.
• Remote computer control software such as, but not limited to; Aternity, Dameware, and SCCM Remote Control.
• HP Printer Support.
• Cisco AnyConnect VPN Software.
• Citrix and VMWare Horizon Console.

Education

High School Diploma

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $34.15

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.

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: 09/25/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.