Technical Support Lead Analyst

Help us support our future.

Get ready for a job that encourages you to think strategically yet stay connected with your teams.

Do you have problem-solving or strategy experience? If so, prepare to innovate, create, and inspire.

The Technical Support Lead Analyst will be a member of the team responsible for providing white-glove service and attending to the technology needs of Cigna's Executive Leadership.

Responsibilities


* On-site and off-site support for all executive technology-related needs.


* Installation, configuration, and troubleshooting of desktops, laptops, telephony, and other related technology devices.


* Research, test and evaluate new technology products.


* Develop new administration tools to track technology devices and user profiles


* Develop proactive ways to avoid potential problems and automate maintenance tasks


* Contribute to company-wide technology projects.


* Maintain a high level of customer focus on all interactions.


* Provide timely, creative, and alternative solutions to meet business needs.


* Maintain detailed documentation on all issues handled.


* Probe and uncover customers' underlying issues.


* Provide rotational 24x7 support coverage.


* Actively share knowledge and offer assistance to teammates.

Qualifications


* High School diploma; Bachelors or Master's Degree or 3 or more years of job-related experience preferred.


* Ability to interact comfortably with senior leadership.


* Aptitude and interest in learning new technologies.


* Excellent verbal and written communication skills.


* Capability to establish credibility quickly by following up and taking initiative.


* Superior Customer Focus and dedication to meeting the expectations and requirements of customers, acting with a sense of urgency.

Understand and respect the time restrictions of senior leadership.


* Ability to use rigorous logic and methods to solve difficult problems with effective solutions.


* Possess an insatiable appetite for learning; continuously pursuing new skills that add value to the team's knowledge base.


* Extensive knowledge of Windows environment and MS Office suite.


* Programming and scripting ability preferred.


* Experience with Android and iOS.


* Experience with MacOS.


* Networking: TCP/IP, Cisco phone systems, Networked Printers and Cisco VPN.


* Remote connectivity applications: RDP, Bomgar, Video Conferencing Systems, and virtual platforms such as MS Skype, WebEx, Zoom, and Microsoft Teams.


* Ability to get things done through formal channels and the informal network.


* Flexible to work on-site and virtual environments as well as work on a team with staggered schedules and on-call rotations.

(Schedules and time will vary based on business needs).

This role is located onsite which expects most work to be performed at a Cigna office location, but may allow for some work to be performed at home.

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