Remote IT Help Desk Analyst

CAI; Austin (TX); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k

Paid time off

Job summary

CAI is seeking a customer-focused Service Desk Analyst to provide Level 1 IT support remotely. The role handles tickets via phone, email, or chat, resolves basic hardware/software issues, and ensures documentation and escalation when needed.

Ideal candidates bring 6–12 months of service desk or technical support experience, a High School Diploma or GED, and strong communication and problem-solving skills. This is a full-time, remote opportunity with CAI in the United States.

Qualifications

• 6–12 months’ experience in a Service Desk role or technical support.
• 6–12 months of customer service experience in a professional industry.
• High School Diploma or GED required; Associate degree preferred.

Responsibilities

• Provide Level 1 IT end-user support via phone, email, or chat.
• Reset passwords and troubleshoot hardware/software remotely.
• Record, categorize, and close all tickets with proper documentation.
• Prioritize issues based on impact and urgency to meet targets.
• Maintain knowledge of Service Desk processes, products and services.
• May perform other duties as directed by Team Lead or Service Delivery Leader.

Skills

Service desk experience

Customer service

Communication skills

Troubleshooting

Documentation

Time management

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a customer-focused Service Desk Analyst to provide Level 1 IT support remotely. The role handles tickets via phone, email, or chat, resolves basic hardware/software issues, and ensures documentation and escalation when needed.

Ideal candidates bring 6–12 months of service desk or technical support experience, a High School Diploma or GED, and strong communication and problem-solving skills. This is a full-time, remote opportunity with CAI in the United States.