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Job Details

IT Customer Service Senior Analyst

Woonsocket, RI, United States

Posted on
Dec 05, 2021

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Job Description
The IT Customer Service Support, Senior Analyst will be a part of a team supporting desktops, laptops, hardware and software. You will be responsible for level 2 support for MAC (Macintosh)and APPLE.

As a MAC/ Apple Desktop Support Analyst- Senior, you
handle responsibilities such as:
• Providing 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
• Consulting and instructing users on hardware and
software questions/issues.
• Collaborating with IT Service Center and Network
Infrastructure teams.
• Installing, maintaining and upgrading equipment and its
associated infrastructure..
• Running 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
• 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

Required Qualifications
• 3 years of Macintosh experience, iPhone, and iPad.
• 3 years' experience practicing working knowledge of
integrating Macintosh systems into an Active Directory
Domain environment.
• 3 years of Commercial experience in an IT support
technician role that includes technical support experience
in a hybrid Windows and MAC environment, experience in
help desk operations, preferably including Windows and
Mac clients Hands on experience and in-depth knowledge
of Macintosh technologies, JAMF _ Apple enterprise
mobility management.

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
If you are vaccinated, you are required to have received at least one COVID-19 shot
prior to your first day of employment and to provide proof of your vaccination status within the first 10 days
of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days
of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with **MEMBERS ONLY**SIGN UP NOW***.
If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply
for a reasonable accommodation within the first 10 days
of your employment in order to remain employed with **MEMBERS ONLY**SIGN UP NOW***. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.
Preferred Qualifications
• ITIL Foundations preferred
• 2 years MAC Xserve support experience desired.
• Mac Server experience.
• 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.
• Desired Skills: Apple Certified Macintosh Technician

High School Diploma or GED

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

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