Technical Support Associate Analyst - Evernorth Health Services

The mission of the Technology Solutions and Support 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 act as a site contact, provide technical and process guidance to other members of the team, and participate in Technology projects across the organization. This position will be responsible for ensuring an outstanding level of customer service and should possess advanced technical knowledge. This role will be responsible for installing, configuring, troubleshooting, and repairing computer workstations while monitoring performance and diagnosing and resolving problems. You will provide accurate, timely, and creative solutions to our colleague’s computer and network problems while adhering to standard Technology practices and techniques. This position will serve as an escalation point for technical, process, and procedural questions and issues.

Responsibilities:

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 the availability of systems where outages have occurred.

​Manage basic ticket workflows including but not limited to:

• Escalating unresolved issues promptly.
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking the status of colleague inquiries and coordinating appropriate responses.
• 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.
• Identify process improvement opportunities and support continuous improvement initiatives under the direction of your supervisor.
• Perform other duties and responsibilities as assigned.

Customer service & leadership

• Delivers exceptional customer service.
• Provide training on technology policy and procedure.
• Collaborate with management to promote excellent customer service and effective response times.
• Assist management by providing insight into general support issues.

• Ensure the team provides timely and courteous customer service to colleagues.
• Alerts colleagues and team members when a major problem is suspected.

Qualifications:

• Capability to analyze problems and use sound judgment for determining solutions.

• Ability to communicate verbally and in writing with customers and other IT staff.
• At least 3 Years PC/LAN technical or equivalent experience preferred.
• Aptitude for providing strong customer service through interactions and communications.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
• Willingness to continue enhancing 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.
• Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail, or customer-focused field highly regarded.
• A certification or equivalent combination of education, training, and experience.

• 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.
  • Mobile device management.

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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.