Remote IT Service Desk Analyst

CAI

Frankfort (KY)

Remote

USD 20,000 - 29,000

Full time

42 hours ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Job summary

CAI is seeking a Service Desk Analyst to provide Level 1 IT support for associates and vendors in a remote setting. You will handle tickets by phone, email, or chat, troubleshoot hardware and software, and ensure timely, professional resolutions.

This full-time remote role requires 6–12 months of service desk or technical support experience, strong communication, and a high school diploma. Hours align with EST, with comprehensive benefits available.

Qualifications

6–12 months’ experience in a Service Desk or technical support role
6–12 months of customer service experience in a professional setting
High School Diploma or GED
Ability to work Weekdays 7:00am–3:30pm EST
Strong troubleshooting and documentation skills
Excellent customer service and communication skills

Responsibilities

Provide General IT end-user support
Exceed customers’ expectations with excellent service
Interact via phone, email, chat to diagnose issues
Provide first-level support: password resets, remote hardware/software troubleshooting
Follow documented processes to resolve issues
Record, categorize, document, and close tickets
Prioritize issues by impact and urgency
Recommend procedural improvements
Support customer experience with timely, professional responses
Maintain knowledge of Service Desk procedures and services
May perform other duties as directed by team leads