Technical Support Analyst - Express Scripts

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
• 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

Requirements

• 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
• 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
• 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.

Benefits

Additional Information

Join a team that keeps people connected and productive every day. As a Technical Support Analyst, you will play a key role in delivering reliable, high-quality technology experiences. You'll solve problems, improve systems, and build trust with end users by providing fast, effective support across devices and networks. This is a hands-on role where your expertise directly impacts business performance and user satisfaction.

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