Remote IT Service Desk Analyst - 2nd Shift

CAI; Olympia (WA); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Job summary

CAI is seeking a Service Desk Analyst for remote 2nd shift in the United States. You will provide Level 1 IT support, assist associates and vendors, and ensure timely ticket handling and quality customer service. The role is full-time and remote with weekday evening hours.

Applicants should have 6–12 months in a service desk or technical support role, plus strong troubleshooting, documentation, and communication skills. A high school diploma is required, with an associate degree preferred.

Qualifications

• 6–12 months in a Service Desk or technical support role.
• 6–12 months of customer service experience in a professional setting.
• High School Diploma or GED required.
• Weekdays 11:30am–8:00pm EST availability.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication abilities.
• Problem-solving and detail-oriented approach.
• Associate degree preferred in related field.

Responsibilities

• Provide Level 1 IT end-user support via phone, email, or chat.
• Diagnose issues and escalate when needed with documentation.
• Record, categorize, and close tickets; manage incident lifecycle.
• Interact with customers to identify and resolve technical problems.
• Maintain knowledge of Service Desk procedures and products.
• Support daily/monthly performance targets and metrics.

Skills

Customer service

Troubleshooting

Communication

Documentation

Attention to detail

Problem solving

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst for remote 2nd shift in the United States. You will provide Level 1 IT support, assist associates and vendors, and ensure timely ticket handling and quality customer service. The role is full-time and remote with weekday evening hours.

Applicants should have 6–12 months in a service desk or technical support role, plus strong troubleshooting, documentation, and communication skills. A high school diploma is required, with an associate degree preferred.