Help Desk Support Specialist

CVS Health is hiring a Help Desk Support Specialist to provide front-line IT support from an onsite location in Arkansas. This role focuses on delivering timely assistance for business applications, serving as the first point of escalation for IT inquiries, and helping drive incident resolution within agreed service time frames.

Role overview

As a Level 1 technician, you will support employees, contractors, and clients by diagnosing issues, resolving common technical problems, or escalating when needed. You will work within the IT Service Center Policies and Procedures while following established service desk processes and call-center metrics in a fast-paced environment where inbound calls take up much of your time.

Key responsibilities

• Provide IT assistance primarily over the phone as the front line of support for a range of business applications.
• Act as the first point of escalation for all IT-related inquiries across CVS Health.
• Partner with end-users and IT teams to analyze incidents and resolve them within agreed time frames.
• Deliver customer service in line with IT Service Center Policies and Procedures.
• Diagnose, quickly resolve, or escalate technical issues.
• Follow defined service desk processes and procedures, including established call-center metrics.
• Maintain up-to-date knowledge of the CVS knowledge base for supported products and departmental procedures.
• Use automated tools to deploy software in break/fix scenarios.
• Collaborate with others to help resolve complex issues.
• Adapt quickly to new technologies and changing business requirements; demonstrate a proven ability to learn new applications, processes, and procedures.
• Reach logical conclusions and show initiative when assisting with customer issues.
• Maintain a positive, professional demeanor aligned with expectations for the team and the company.

Required qualifications

• 2+ years recent technical support experience, desktop support experience, call center phone support experience, or in-person customer service.
• Reliable and punctual attendance.
• 30+ WPM typing speed.
• Ability to diagnose and quickly resolve or escalate technical issues.
• Consistent adherence to defined Service Desk processes and procedures, and established call-center metrics.
• Excellent customer service and problem-solving skills, with the ability to communicate with and assist non-technical audiences using software and systems.
• Responsibility for deploying software using automated tools in break/fix scenarios.
• Effective, supportive, responsive team player capable of collaborating to resolve complex issues.
• Ability to adapt quickly to new technologies and changing business requirements, with a proven ability to learn new applications, processes, and procedures.
• Ability to reach intelligent conclusions and show initiative when addressing customer issues.
• Comfortable in a fast-paced environment, including navigating high-stress situations when they arise.
• Excellent oral and written communication skills.

Technologies you may work with

• Microsoft Operating Systems (including Windows 10), Microsoft Office 365, Microsoft Edge, Google Chrome
• Active Directory Users and Computers, Attribute Editor, Azure Active Directory
• Mainframe systems (AS400, QL3270) and emulators
• Unix/Putty, SQL Server
• Aternity, Dameware, SCCM Remote Control
• HP Printer Support
• Cisco AnyConnect VPN Software, Citrix, VMWare Horizon Console

Schedule and pay

• Anticipated weekly hours: 40
• Time type: Full time
• Pay range: $17.00 - $34.15 per hour (base offer depends on factors including experience, education, geography, and other relevant factors)

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources
• This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above

Education

• High School Diploma

Application window: This opening will close on 09/25/2026.