Remote IT Operations Analyst - Help Desk & SQL

CAI; United States; Remote; USD 21,000 - 34,000; Full time

Job summary

CAI is seeking an IT Operations Analyst for remote, hourly contract work reporting to the Sr Product Health Manager. The role supports Guest Experience Systems, assists with incidents, creates documentation, and performs basic SQL updates.

Responsibilities include handling Help Desk tickets, documenting interactions, and deploying scripts. A bachelor’s in IT or equivalent is preferred, with knowledge of relational databases and tools like Remedy, ServiceNow, Jira, and Confluence.

Qualifications

• Bachelor’s degree in IT or equivalent preferred.
• Entry-level role with no prior experience required.
• Understanding of relational databases and basic data modeling.
• Experience with Remedy, ServiceNow, Jira, or similar ticketing systems.
• Familiarity with Jira and Confluence.
• Certifications in HW, Networking, or Security are a plus.
• Strong analytical and problem‑solving abilities.
• Capable of adapting to shifting priorities and timelines.

Responsibilities

• Manage and resolve Help Desk incidents.
• Respond to customer issues via phone, email, and computer chat.
• Document customer interactions and resolutions.
• Write, test, and deploy scripts/SQL updates as needed.
• Proactively monitor and resolve issues.
• Understand the product’s technology stack.
• Understand interdependencies with other products in the enterprise.
• Create and maintain relevant product documentation.
• Utilize hardware, peripherals, and standard software programs effectively.

Skills

Help Desk

Customer service

Analytical skills

Time management

Cross-functional teamwork

Prioritization

Education

Bachelor’s Degree in IT

Tools

Remedy

ServiceNow

Jira

Confluence

SQL

Job description

CAI is seeking an IT Operations Analyst for remote, hourly contract work reporting to the Sr Product Health Manager. The role supports Guest Experience Systems, assists with incidents, creates documentation, and performs basic SQL updates.

Responsibilities include handling Help Desk tickets, documenting interactions, and deploying scripts. A bachelor’s in IT or equivalent is preferred, with knowledge of relational databases and tools like Remedy, ServiceNow, Jira, and Confluence.