Technical Support Analyst

Responsibilities

• Deliver timely resolution of end-user issues across desktop, laptop, mobile, and network environments, improving system uptime and user productivity
• Install, configure, and maintain Windows and Mac devices, peripherals, and standard applications to ensure consistent performance
• Monitor and troubleshoot hardware, software, and LAN issues; identify root causes and implement solutions that reduce repeat incidents
• Manage service requests and incident queues, meeting service level commitments and maintaining accurate documentation in the ticketing system
• Partner with internal teams and external vendors to restore service quickly and improve support processes
• Escalate complex issues appropriately while ensuring clear communication and follow-through with stakeholders
• Support infrastructure activities, including device deployments, upgrades, and site-specific technology projects
• Maintain accurate inventory tracking for hardware assets, supporting lifecycle management and operational efficiency
• Enhance user experience by setting clear expectations, providing proactive updates, and delivering strong customer service
• Follow established processes and recommend improvements to documentation and workflows to drive standardization and efficiency
• Contribute to project execution by completing assigned tasks on schedule and supporting broader IT initiatives
• Participate in on-call rotation to ensure continuous support, including evenings and weekends as needed
• Required Qualifications
• 3+ years of experience supporting PC/LAN environments in a technical support role
• Ability to work Second shift - 3:00 PM to 12:00 AM Monday through Friday
• Hands-on experience troubleshooting Windows and/or Mac operating systems, hardware, and peripheral devices
• Working knowledge of networking fundamentals, including switches and data networks
• Experience managing and resolving service requests using a ticketing system
• Strong problem-solving skills with the ability to diagnose and resolve technical issues independently
• Effective communication skills with a focus on delivering excellent customer service
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment
• Experience working with standard IT processes, escalation procedures, and service level agreements
• We are looking for someone who is comfortable executing server patching activities in a structured environment, consistently follows established processes, and demonstrates the confidence to push back when requests fall outside of defined scope
• Preferred Qualifications
• Bachelor’s degree in Information Technology or related field
• Familiarity with IP telecommunications and audio-visual systems
• Experience supporting mobile devices and enterprise applications
• Exposure to IT inventory management and asset tracking systems
• Continuous learning mindset, including participation in training or technical certifications
• Experience collaborating across teams and supporting distributed or multi-site environments
• About The Cigna Group
• 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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
• 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.