Remote IT Service Desk Analyst - 2nd Shift
CAI
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Benefits offered by this job
Job summary
CAI is seeking a Service Desk Analyst for the 2nd shift to provide Level 1 IT support to associates and vendors in a fully remote role. This full-time position handles tickets via phone, email, or chat, and requires strong customer service and technical skills.
Responsibilities include troubleshooting, password resets, and documentation, with escalation when needed. The role follows standard processes and targets a high level of customer satisfaction while working weekdays 11:30am–8:00pm EST.
Qualifications
- 1+ year in service desk or technical support
- Customer service experience in a professional setting
- High School diploma or GED
- Weekday availability 11:30am–8:00pm EST
- Strong troubleshooting and documentation skills
- Excellent customer service and communication skills
Responsibilities
- Provide general IT end-user support
- Deliver excellent customer service and exceed expectations
- Interact via phone, email, chat to diagnose issues
- Provide first level support: resets, remote troubleshooting
- Escalate unresolved issues with documentation
- Follow documented processes to resolve issues
- Record, categorize, and close all tickets
- Prioritize issues by impact and urgency
- Suggest process improvements
- Contribute to positive customer experience
- Meet performance targets
- Maintain knowledge of procedures and services
Skills
Education
Job description
CAI is seeking a Service Desk Analyst for the 2nd shift to provide Level 1 IT support to associates and vendors in a fully remote role. This full-time position handles tickets via phone, email, or chat, and requires strong customer service and technical skills.
Responsibilities include troubleshooting, password resets, and documentation, with escalation when needed. The role follows standard processes and targets a high level of customer satisfaction while working weekdays 11:30am–8:00pm EST.
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