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. Associate  Desktop Engineer (Technical Support Associate Analyst 2 ) contributes to the IT Support job family in a support capacity. They provides guidance, assistance, coordination and follow up on newly hired employee's questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Delivers straightforward administrative and/or other basic business services in IT Support. Provides guidance and assistance on standard client questions, problems or malfunctions of specific systems applications, hardware and software installed or maintained by IT. Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems. Records inquiries, repair and service requests, resolves or directs requests to appropriate technical area or vendor. Escalates to or consults with senior staff when solution is unclear. Issues tend to be routine in nature. Good knowledge and understanding of IT Customer Support and business/operating processes and procedures. Works to clearly defined procedures under close supervision.

Responsibilities:

• Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
• Serves as single point of contact to end users for information technology-related issues, problems, and requests
• Determines root cause and provides accurate, creative, and timely solutions from basic-to-intermediate software and systems problems to ensure end-user productivity. 
• Provide a second level of hardware troubleshooting, repair, and installation on specified product lines to end-users. 
• Troubleshoot user inquiries regarding computer software or hardware operation to resolve problems.
• Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues.
• Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
• Provides top quality customer service by assisting employees with problems that occur.
• Configures and supports eviCore approved mobile device encryption

Qualifications:

• High School Diploma or equivalent required; Bachelor’s Degree preferred.
• Technical helpdesk or technical call center experience is necessary.
• Knowledge of Active Directory/Exchange
• MS Office Suite (2013/16)
• Internet browsers (e.g. Explorer, Edge, Chrome, Firefox),
• Experience supporting VPN and remote users
• Experience supporting for laptop, desktops, thin clients, VDI and printers
• Strong support/customer services skills
• Strong analytical skills
• Strong verbal and written communication skills
• Sitting for extended periods of time and talking on the phone for up to 8 hours a day.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Take responsibility for and ownership of deliverables.
• Determine timeline challenges early, handle frequent interruptions and shifting priorities.
• Ability to work under pressure and with flexible hours.
• Must be able to configure, install, and troubleshoot all standard software applications on desktop and laptop computers.
• Proficient in troubleshooting issues with Microsoft desktop Operation Systems. Experience with Apple OS X also desired.
• ServiceNow experience desired.

This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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.