Technical Support Associate Analyst - Express Scripts

The Technical Support Associate Analyst is responsible for the day to day performance and operation of both PC and LAN hardware and software. The Technical Support Associate Analyst installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems. The Technical Support Associate Analyst provides accurate, timely and creative solutions to end-user computer and network problems. The Technical Support Associate Analyst adheres to standard IT practices and techniques and follows established escalation processes for more complex problems.

Must be a current contractor with Cigna, Express Scripts, or Evernorth.

Responsibilities:

• Assist with the installation and maintenance of local infrastructure equipment which may carry data, voice and video communications to defined standards. Coordinates with internal and external partners as required. Participates on call rotation as needed including nights and weekends.
• Installs, configures, troubleshoots, and repairs Windows or Macintosh desktop and laptop computer systems, peripheral equipment and mobile devices. Escalates unresolved issues in a timely manner. Configures and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.
• Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately. Manages service request queue and resolves daily hardware and software service and support requests. Adheres to established service level agreements. Thoroughly document work performed in ticketing system.
• Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems.
• Completes project tasks as assigned. Meets project dates are met. Schedules installations/ upgrades and provides system maintenance in accordance with IT procedures. Works on site specific department projects and/or sub-projects.
• Implements approved operating system enhancements and recommends system modifications to reduce user problems. Interacts with other support groups to restore service and /or identify and correct end-user computing problems.
• Escalates more complex problems/issues up the chain appropriately in a timely manner.
• Provides technical assistance to Technical Support Associate Analyst from other sites.
• Follows process documentation and checklists to ensure standardization of work. Proactively recommends documentation changes if necessary.
• Assists with user and equipment moves along with occasional unloading of new equipment and disposal of old equipment to salvage vendor.

Computer or Other Skills:

• General knowledge of Microsoft Operating systems, especially XP, Windows 7 and Microsoft Office
• General knowledge of Apple computers and operating systems.
• General knowledge of networking switches and data networks.
• General knowledge of IP telecommunications systems.
• General knowledge of Audio Visual Systems

Knowledge and Abilities:

• Good communications skills
• Previous customer service experience preferred
• Ability to prioritize and handle multiple tasks.
• Possess in-depth knowledge of the tools and processes required by the role.
• Functions in complex environments with minimal direction.
• Solid individual performance while partnering with others.
• Works well through self-directed effort.
• Shares knowledge in area of expertise.
• May serve as a technical subject matter expert.
• May provide technical assistance to resolve operating issues.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.