IT Principle Support Specialist

Position Summary

The IT Principal Support Specialist is responsible for providing advanced (Level 2) technical support for store technology and communications systems. This role supports the Store Systems Help Desk, Retail Network Operations Center (NOC), Rollout Operations Center, Asset Protection, New and Relocation Stores, and serves as the primary support resource for Field Technical Services.

The position requires coordinating with multiple internal teams and external vendors, including Field Technical Services, IS RX/POS, Photo, MinuteClinic, equipment vendors, telecommunications providers, low-voltage cabling vendors, and other CVS Health departments to support ongoing operations and technology initiatives.

Key Responsibilities

• Provide Level 2 technical support for store systems and technology issues.
• Support the Store Systems Help Desk, Field Technical Services, and POS/RX Application Development teams in troubleshooting and resolving complex technical problems.
• Investigate and resolve store hardware and connectivity issues involving communication between corporate and store infrastructure.
• Proactively monitor store systems and network performance utilizing the Orion monitoring platform and automated alerts.
• Identify potential issues that may impact project timelines, installations, or system performance and implement appropriate resolutions.
• Coordinate vendor repairs for telecommunications circuits and equipment, ensuring issues are tracked through resolution.
• Program, maintain, and troubleshoot telephone systems, including diagnostics, equipment installation, and vendor coordination.
• Effectively manage multiple projects and priorities while delivering timely resolutions.
• Utilize critical thinking and problem-solving skills to diagnose and resolve technical issues in a fast-paced environment.

Schedule

• Second Shift: 2:30 PM - 11:00 PM EST
• Weekend coverage required.
• Must be willing to train onsite in Smithfield, RI.
• Following training, the position will transition to a hybrid schedule with 2 days per week in the office.

Required Qualifications

• 1+ year of experience in a technical support or IT support role.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and priorities in a dynamic environment.

Preferred Qualifications

• Knowledge of Point-of-Sale (POS) systems.
• Experience with telephone systems, including Vertical systems.
• Knowledge of 4G and broadband configuration and troubleshooting.
• Understanding of store technology infrastructure, including routers, switches, Wi-Fi, servers, and workstations.
• Willingness to participate in a 24/7 on-call rotation schedule.
• Technical certifications such as A+ or CCNA.
• Technical degree or related education.
• Previous technical support or IT operations experience.

Education

• High School Diploma or GED required.
• Associate's degree, technical degree, or additional technical training preferred.