Remote IT Service Desk Analyst — 2nd Shift

CAI; Hartford (CT); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a Service Desk Analyst for the remote 2nd shift to support associates and vendors with Level 1 IT issues. You will handle requests by phone, email, or chat and document resolutions to ensure smooth operation.

The role emphasizes customer service, strong communication, and accurate ticketing with opportunity to grow in a global services firm that values diversity and excellence.

Qualifications

• 1 year or more in a Service Desk or technical support role.
• Strong customer service skills and clear communication.
• Proficient in documenting issues and resolutions.
• Ability to work weekdays 11:30am–8:00pm EST.

Responsibilities

• Provide Level 1 IT end-user support via phone, chat or email.
• Troubleshoot hardware and software issues remotely and document steps.
• Reset passwords and perform basic account management.
• Escalate complex issues with proper documentation to next level.
• Adhere to documented processes and ensure tickets are closed accurately.
• Prioritize issues by impact and urgency to meet targets.

Skills

Service Desk

Customer Service

Technical Support

Troubleshooting

Documentation

Education

High School Diploma

Job description

CAI is seeking a Service Desk Analyst for the remote 2nd shift to support associates and vendors with Level 1 IT issues. You will handle requests by phone, email, or chat and document resolutions to ensure smooth operation.

The role emphasizes customer service, strong communication, and accurate ticketing with opportunity to grow in a global services firm that values diversity and excellence.