Remote IT Service Desk Analyst - First-Line Support

cai; United States; Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid leave

Remote work

Job summary

CAI is seeking a full-time remote Service Desk Analyst to handle first-line IT support for users via phone, email, and chat. You will document issues, resolve routine hardware and software questions, and escalate complex problems with detailed troubleshooting notes.

Strong customer service and communication skills are essential. The role requires 6–12 months in a service desk or technical support, 6–12 months in customer service, a high school diploma, and availability weekdays 7:00 a.m.–3:30

Qualifications

• Six to twelve months of experience in a service desk or technical support role.
• Six to twelve months of professional customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting, written and verbal communication, and documentation skills.
• Attention to detail, problem-solving ability, and a reliable, service-oriented approach.
• Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time.

Responsibilities

• Provide general end-user IT support and respond to users with clear, professional customer service.
• Troubleshoot routine hardware issues involving laptops, tablets, desktops, and printers, as well as software questions and password resets.
• Use documented procedures to diagnose issues and guide users through appropriate solutions.
• Record, categorize, prioritize, document, and close support tickets accurately.
• Escalate issues that cannot be resolved at first level, including the troubleshooting details needed for follow-up.
• Track individual and team service goals, keep knowledge of support procedures current, and recommend process improvements.

Skills

Troubleshooting

Customer service

Written communication

Verbal communication

Documentation

Attention to detail

Education

High school diploma or equivalent

Job description

CAI is seeking a full-time remote Service Desk Analyst to handle first-line IT support for users via phone, email, and chat. You will document issues, resolve routine hardware and software questions, and escalate complex problems with detailed troubleshooting notes.

Strong customer service and communication skills are essential. The role requires 6–12 months in a service desk or technical support, 6–12 months in customer service, a high school diploma, and availability weekdays 7:00 a.m.–3:30