We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
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.
- 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.
- 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.
- 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.
- High School Diploma or GED required.
- Associate's degree, technical degree, or additional technical training preferred.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$21.10 - $44.99This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 1+ year of experience in technical support or IT support
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage multiple tasks and priorities in a dynamic environment
- High school diploma or GED
- Knowledge of Point-of-Sale 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
- Associate's degree, technical degree, or additional technical training
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
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Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
