Remote 2nd Shift Service Desk Analyst

CAI; Montpelier (VT); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision

401k retirement plan

Paid time off

Job summary

CAI is seeking a Service Desk Analyst for remote, 2nd shift work. You will handle Level 1 IT support for associates and vendors, using phone, email, or chat, and ensure efficient issue resolution while maintaining high customer satisfaction.

The role requires 6–12 months in service desk or technical support and strong communication skills, with a focus on documentation, escalation, and timely ticket closure.

Qualifications

• Minimum 6-12 months 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 strong communication skills.
• Problem-solving and solution-oriented mindset.
• Associate degree preferred in related field.

Responsibilities

• Provide Level 1 IT end-user support via phone, email or chat.
• Record, categorize, document, and close tickets per processes.
• Identify and diagnose issues and escalate unresolved problems.
• Maintain knowledge of services, products, and procedures.
• Deliver strong customer service and drive positive CX.

Skills

Customer service

Troubleshooting

Communication

Documentation

Problem-solving

Attention to detail

Team collaboration

Education

High School Diploma

Associate degree preferred

Job description

CAI is seeking a Service Desk Analyst for remote, 2nd shift work. You will handle Level 1 IT support for associates and vendors, using phone, email, or chat, and ensure efficient issue resolution while maintaining high customer satisfaction.

The role requires 6–12 months in service desk or technical support and strong communication skills, with a focus on documentation, escalation, and timely ticket closure.