Remote IT Helpdesk Analyst

CAI; Lincoln (NE); Remote; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Job summary

CAI is a global services firm with over 9,000 associates and $1.3B+ revenue, offering remote work for a Service Desk Analyst. You will provide Level 1 technical support to users via phone, email, or chat, handling requests from associates and vendors and ensuring timely resolution.

The role requires 6–12 months of service desk or technical support experience, 6–12 months of customer service experience, a high school diploma or GED, and availability 8:00am–5:00pm EST.

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 8:00am - 5:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and strong communication skills.
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.

Responsibilities

• Provide General IT end-user support.
• Interact via telephone, e-mail, chat, and one-on-one with customers to identify and diagnose issues.
• Provide first level support including resetting passwords and remote hardware troubleshooting.
• Escalate unresolved issues with strong documentation.
• Follow documented processes to resolve issues.
• Ensure proper recording, categorization, and closure of tickets.
• Analyze impact and urgency and prioritize accordingly.
• Recommend procedure improvements.
• Drive positive results in Customer Experience through timely responses.
• Maintain knowledge of Service Desk procedures, products, and services.
• May perform other duties as directed by Team Lead or Service Delivery Leader.

Skills

Technical support

Customer service

Troubleshooting

Documentation

Communication skills

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is a global services firm with over 9,000 associates and $1.3B+ revenue, offering remote work for a Service Desk Analyst. You will provide Level 1 technical support to users via phone, email, or chat, handling requests from associates and vendors and ensuring timely resolution.

The role requires 6–12 months of service desk or technical support experience, 6–12 months of customer service experience, a high school diploma or GED, and availability 8:00am–5:00pm EST.