The Cigna Group Technical Support Associate Analyst in Byfield, MassachusettsThe 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.ESSENTIAL FUNCTIONSAssist with the installation and maintenance of local infrastructure equipment which may carry data, voice, and video communications to defined standards.Coordinate with internal and external partners as required.Participate on-call rotation as needed including nights and weekends.Install, configure, troubleshoot, and repair Windows or Macintosh desktop and laptop computer systems, peripheral equipment, and mobile devices.Escalate unresolved issues in a timely manner.Configure and maintain Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.Deliver exceptional customer service, proactively setting expectations with customers and following up appropriately.Manage service request queue and resolve daily hardware and software service and support requests.Thoroughly document work performed in ticketing system.Maintain and track inventories of hardware for desktops, laptops, thin clients, and peripherals in the appropriate systems.Complete project tasks as assigned.Ensure project dates are met.Schedule installations/upgrades and provide system maintenance in accordance with IT procedures.Work on site-specific department projects and/or sub-projects.Implement approved operating system enhancements and recommend system modifications to reduce user problems.Interact with other support groups to restore service and/or identify and correct end-user computing problems.Escalate more complex problems/issues up the chain appropriately in a timely manner.Provide technical assistance to PC/LAN technicians from other sites.Follow process documentation and checklists to ensure standardization of work.Proactively recommend documentation changes if necessary.Assist with user and equipment moves along with occasional unloading of new equipment and disposal of old equipment to salvage vendor.QUALIFICATIONSHigh School Diploma or equivalent required.0-2 years of experience with a Bachelor's degree; 6-8 years of experience without a Bachelor's degree.1-3 Years PC/LAN Technical experience.Continued enhancement of technical skills through continuing education/seminars and interaction with other IT disciplines.General knowledge of Microsoft Operating systems, Windows 10, Microsoft Office Suite, Apple computers and operating systems, networking switches and data networks, IP telecommunications systems, and Audio Visual Systems.Good communication 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.Function in complex environments with minimal direction.Solid individual performance while partnering with others.Work well through self-directed effort.Share 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 The Cigna GroupDoing 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: ****** for support. Do not email ****** 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.
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