Remote IT Helpdesk Analyst: 1st Line Support for 40+ Sites

CAI Computer Aid, Inc.; United States; Remote; USD 48.000 - 72.000; Vollzeit

Benefits dieser Stelle

Remote work

Night shifts

Weekend availability

Zusammenfassung

CAI Computer Aid, Inc. is seeking an IT Helpdesk Support Analyst to provide Level 1 technical support for hotel properties and corporate users.

The role covers Microsoft 365, cloud apps, desktops, user accounts, and end-user technologies, with a focus on delivering excellent service across multiple locations. The candidate will troubleshoot issues, manage user accounts, support Microsoft 365, and assist with password resets, MFA enrollments, and mailbox administration.

Qualifikationen

• Minimum 5 years in an IT Helpdesk or related role.
• Experience supporting Microsoft 365 environments.
• Strong troubleshooting and analytical skills.
• Experience with password resets and MFA enrollments.
• Experience managing user accounts and mailboxes.
• Experience with ticketing systems.

Aufgaben

• Provide Level 1 support for hotel properties and corporate users.
• Respond to inquiries via phone, email, tickets, and virtual meetings.
• Troubleshoot hardware, software, and connectivity issues.
• Escalate complex issues to appropriate teams.
• Maintain documentation of incidents and resolutions.
• Manage Microsoft 365 password resets and MFA enrollments.
• Administer user accounts and mailboxes.
• Support cloud-based PMS password resets and access.
• Use ManageEngine Endpoint Central for desktop support.
• Monitor ticket queues and ensure timely resolution.
• Follow service management processes and maintain knowledge resources.

Kenntnisse

IT Helpdesk

End-user support

Microsoft 365

MFA enrollments

Password resets

Active Directory

Remote support

Ticketing systems

Excellent communication

Tools

ManageEngine Endpoint Central

ManageEngine ServiceDesk Plus

Microsoft 365 Admin Center

Jobbeschreibung

CAI Computer Aid, Inc. is seeking an IT Helpdesk Support Analyst to provide Level 1 technical support for hotel properties and corporate users.

The role covers Microsoft 365, cloud apps, desktops, user accounts, and end-user technologies, with a focus on delivering excellent service across multiple locations. The candidate will troubleshoot issues, manage user accounts, support Microsoft 365, and assist with password resets, MFA enrollments, and mailbox administration.