Remote IT Service Desk Analyst - 2nd Shift

CAI; Santa Fe (NM); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Job summary

CAI is seeking a Service Desk Analyst for remote 2nd shift. You’ll handle Level 1 support via phone, email, or chat, assisting associates and vendors with hardware, software, and account issues.

The role is full-time, remote with a weekday evening schedule, focusing on customer service excellence and timely ticket resolution. Candidates should have 6–12 months of service desk or technical support experience, plus strong communication and documentation skills.

Qualifications

• Minimum 6–12 months' experience in a Service Desk or technical support role.
• Minimum 6–12 months of customer service experience in a professional setting.
• Ability to work weekdays 11:30am–8:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Strong attention to detail and work ethic.

Responsibilities

• Provide Level 1 technical support to users via phone, email, or chat.
• Reset passwords and troubleshoot hardware/software issues remotely.
• Document and escalate unresolved issues with proper notes.
• Follow documented processes and record/ticket closure details.
• Prioritize issues by impact and urgency; drive timely customer responses.
• Grow knowledge of Service Desk procedures, products, and services.

Skills

Customer service

Troubleshooting

Documentation

Communication

Attention to detail

Work ethic

Problem solving

Solution oriented

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Service Desk Analyst for remote 2nd shift. You’ll handle Level 1 support via phone, email, or chat, assisting associates and vendors with hardware, software, and account issues.

The role is full-time, remote with a weekday evening schedule, focusing on customer service excellence and timely ticket resolution. Candidates should have 6–12 months of service desk or technical support experience, plus strong communication and documentation skills.