IT Customer Service Analyst

CVSHealth; Wilkes-Barre (Luzerne County); On-site; USD 44,000 - 85,000; Full time

Job summary

CVS Health in Wilkes-Barre is seeking an IT Customer Service Analyst to provide on-site desktop support for the mail order pharmacy team, delivering technical guidance, troubleshooting hardware and software, and informal training to users.

You will manage service tickets, perform proactive maintenance, assist with equipment moves, and contribute to problem prevention. This role requires occasional travel, on-call coverage, and a strong focus on customer service and teamwork.

Qualifications

• 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 tools such as Splunk, SplashTop, 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.
• 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.

Responsibilities

• 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.

Skills

Windows desktop support

Remote desktop support

Printer support

Equipment handling

Troubleshooting

Shift flexibility

Travel willingness

In-office work

Education

Bachelor's degree or equivalent

Tools

Splunk

GoToAssist

Remote Desktop

Printer management

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

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
hardware and software programs.
Some of the main responsibilities for this opportunity include:

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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).

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.

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: 09/08/2026

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