On‑Site IT Desktop Support Specialist

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

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.