Remote 2nd-Shift Service Desk Analyst

CAI; Atlanta (GA); Remote; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Job summary

CAI is seeking a Service Desk Analyst for remote, 2nd shift work. This full-time role supports users via phone, email, and chat, providing Level 1 technical assistance and customer service excellence.

The position requires 6–12 months in a service desk or technical support role and 6–12 months in customer service. The successful candidate will handle password resets, hardware/software troubleshooting, and escalate issues with solid documentation, while maintaining service standards and

Qualifications

• 6-12 months' experience in a Service Desk role or technical support role
• 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

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: resetting passwords, troubleshooting hardware remotely, and software issues
• Escalate unresolved issues with strong supporting documentation
• Follow documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze impact and urgency of issues and prioritize accordingly
• 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
• Preserve and grow knowledge of Service Desk procedures, products, and services
• May perform other duties as directed by Team Lead or Service Delivery Leader

Skills

Service Desk

Customer service

Troubleshooting

Documentation

Communication

Problem-solving

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst for remote, 2nd shift work. This full-time role supports users via phone, email, and chat, providing Level 1 technical assistance and customer service excellence.

The position requires 6–12 months in a service desk or technical support role and 6–12 months in customer service. The successful candidate will handle password resets, hardware/software troubleshooting, and escalate issues with solid documentation, while maintaining service standards and