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.

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

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

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.