Remote 2nd-Shift IT Help Desk Analyst

CAI; Phoenix (AZ); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Remote work

Job summary

CAI is seeking a Service Desk Analyst for the 2nd shift who will provide Level 1 IT support remotely to associates and vendors. The role emphasizes customer service, issue diagnosis, and timely ticket documentation while working weekdays in a remote setup.

The position is full-time and remote, with a start time aligned to EST hours. Candidates should have 6–12 months in service desk or technical support and strong communication skills.

Qualifications

• Minimum 6-12 months' experience in a Service Desk or technical support role.
• Minimum 6-12 months of customer service experience in a professional industry.
• High School Diploma or GED is required.
• Ability to work weekdays 11:30am - 8:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

Responsibilities

• Provide Level 1 IT end-user support via phone, email, or chat.
• Diagnose and resolve hardware/software issues or escalate when needed.
• Document issues and resolutions with clear tickets and knowledge base updates.
• Prioritize issues based on impact and urgency to meet targets.
• Maintain customer-focused approach and professional communication.

Skills

Service Desk experience

Customer service

Troubleshooting

Documentation

Communication

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst for the 2nd shift who will provide Level 1 IT support remotely to associates and vendors. The role emphasizes customer service, issue diagnosis, and timely ticket documentation while working weekdays in a remote setup.

The position is full-time and remote, with a start time aligned to EST hours. Candidates should have 6–12 months in service desk or technical support and strong communication skills.