Remote IT Service Desk Analyst

CAI; Dover (DE); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a Service Desk Analyst to deliver Level 1 IT support to associates and vendors via phone, email, or chat. This full-time, remote role provides timely, accurate technical assistance and strong customer service to keep systems running smoothly.

You will troubleshoot hardware and software, reset passwords, document issues, and follow defined processes to close tickets. The position requires 6–12 months in a service desk or technical support role and a high school diploma.

Qualifications

• 6–12 months’ experience in a Service Desk role and/or technical support role
• 6–12 months of customer service experience in a professional industry
• High School Diploma or GED

Responsibilities

• Provide General IT end-user support
• Utilize excellent customer service skills and exceed customers’ expectations
• Interact via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problems
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (laptops, iPads, desktops, printers, etc.), troubleshooting software and other client applications
• Follow documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze impact and urgency of customer issues and prioritize accordingly
• Recommend procedure modifications or improvements
• Drive positive results in Customer Experience through timely responses and professional interaction
• Demonstrate self-direction in meeting targets for performance metrics
• Preserve and grow knowledge of Service Desk procedures, products, and services
• May perform other duties as directed by Team Lead or Service Delivery Leader

Skills

Service Desk

Customer service

Troubleshooting

Documentation

Communication

Attention to detail

Problem solving

Education

High School Diploma

Associate degree preferred

Job description

CAI is seeking a Service Desk Analyst to deliver Level 1 IT support to associates and vendors via phone, email, or chat. This full-time, remote role provides timely, accurate technical assistance and strong customer service to keep systems running smoothly.

You will troubleshoot hardware and software, reset passwords, document issues, and follow defined processes to close tickets. The position requires 6–12 months in a service desk or technical support role and a high school diploma.