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MA, Newburyport, 374 Merrimac St, United States of America
Onsite
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
Shift Coverage Monday – Friday : First Shift
Ability to travel and support additional sites 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
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
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
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 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.