Remote IT Help Desk Analyst - 2nd Shift

CAI; Juneau (AK); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Job summary

CAI is seeking a Service Desk Analyst for the 2nd shift to provide Level 1 IT support to associates and vendors. The role is remote and full-time, with a weekday schedule from 11:30am to 8:00pm EST.

You will handle calls, email, and chat, diagnose issues, and document resolutions to ensure ticket accuracy and timely closure. Ideal candidates have 6–12 months in a service desk or tech-support role, strong customer service, and solid troubleshooting and communication skills.

Qualifications

• 6–12 months experience in a Service Desk 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 and communication.
• Problem-solving and solution-driven.

Responsibilities

• Provide General IT end-user support.
• Interact with customers via phone, email, or chat to identify and diagnose issues.
• Provide first level support including password resets and hardware/software troubleshooting.
• Escalate unresolved issues with documentation.
• Record, categorize, and close all tickets.
• Prioritize issues based on impact and urgency.
• Drive customer experience through timely responses and professional interaction.

Skills

Service Desk

Customer Service

Troubleshooting

Documentation

Communication

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Service Desk Analyst for the 2nd shift to provide Level 1 IT support to associates and vendors. The role is remote and full-time, with a weekday schedule from 11:30am to 8:00pm EST.

You will handle calls, email, and chat, diagnose issues, and document resolutions to ensure ticket accuracy and timely closure. Ideal candidates have 6–12 months in a service desk or tech-support role, strong customer service, and solid troubleshooting and communication skills.