Technical Support Associate Analyst - Remote

Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.

The mission of the Global Desktop Support (GDS) organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will be responsible for ensuring an outstanding level of customer service and possess advanced technical knowledge. This position will install, configure, troubleshoot, and repair computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to customer's computer and network problems while adhering to standard Technology practices and techniques.

Specific areas of responsibility are:

Technical Assistance & Innovation

• Provide basic colleague technical support including but not limited to:
  • Computer hardware diagnostic, troubleshooting, configuration, and refresh.
  • Software installation and troubleshooting.
  • Voice and video network diagnostic and repair.
  • Mobile device configuration, training, and diagnosis.
  • Recovery testing to confirm availability of systems where outages have occurred.
• Manage basic ticket workflows including but not limited to:

• Escalating unresolved issues in a timely manner.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking status of colleague inquiries, coordinating appropriate response.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague satisfaction.

• Provide proactive support, maintenance, and innovation including but not limited to:
  • Implementing approved operating system enhancements.
  • Recommending system modifications to reduce colleague problems.
  • Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
  • Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.
• Perform other duties and responsibilities, as assigned.

Customer service & leadership

• Delivers exceptional customer service.
• Alert's colleagues and team members when a major problem is suspected.

Qualifications:

• Strong knowledge of the following is preferred.
  • Microsoft operating systems and Microsoft Office.
  • Apple hardware and operating systems.
  • Networking switches and data networks.
  • IP telecommunications systems.
  • Audio Visual Systems.

• A+ certification or equivalent combination of education, training, and experience.
• Capability to analyze problems and use sound judgement for determining solutions.
• Ability to clearly communicate with customers and other IT staff.
• At least 1 Year PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
• Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.
• Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
• Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.

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.

For this position, we anticipate offering an hourly rate of 24 - 36 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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.

The Cigna Group 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.