Remote 2nd-Shift IT Help Desk Analyst

CAI; Trenton (NJ); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement

Job summary

CAI is seeking a Service Desk Analyst for remote, 2nd shift to support associates and vendors with Level 1 technical assistance. The role is full-time and remote, with duties including password resets, hardware/software troubleshooting, and strong customer service.

You will handle tickets via phone, email, or chat, document thoroughly, and escalate complex issues. 6–12 months in service desk or customer support is preferred, with a HS diploma or GED and ability to work 11:30am–8:00pm EST.

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.
• Ability to work weekdays 11:30am–8:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and communication skills.
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.
• Associate degree preferred in related field.

Responsibilities

• Provide General IT end-user support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Interact via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problems.
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely, troubleshooting software, and other "how-to" questions.
• Properly escalating unresolved issues to the next level of support with strong supporting documentation.
• Following documented processes to resolve customer issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze the impact and urgency of customers' issues and prioritize appropriately.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metrics.
• Preserve and grow your knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Skills

Customer service

Troubleshooting

Documentation

Communication

Remote work

Shift work

Education

High School Diploma

Job description

CAI is seeking a Service Desk Analyst for remote, 2nd shift to support associates and vendors with Level 1 technical assistance. The role is full-time and remote, with duties including password resets, hardware/software troubleshooting, and strong customer service.

You will handle tickets via phone, email, or chat, document thoroughly, and escalate complex issues. 6–12 months in service desk or customer support is preferred, with a HS diploma or GED and ability to work 11:30am–8:00pm EST.