What are the responsibilities and job description for the Technical Support Analyst position at The Cigna Group?
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Our people make all the difference in our success.
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.
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 - Monday - Friday (hours TBD)
- 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
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
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.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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.