Remote IT Service Desk Analyst - Level 1 Support

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

Benefits offered by this job

Medical Insurance

Dental Insurance

401k

Job summary

CAI is seeking a Service Desk Analyst to provide Level 1 technical support and customer service to users via phone, email, or chat. This role is full-time and remote, with hours aligned to EST.

The successful candidate will handle end-user IT support, ticketing, and troubleshooting while delivering excellent customer experience. Candidates should have 6–12 months of service desk or support experience, strong communication, and solid 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 industry.
• High School Diploma or GED.
• Ability to work Weekdays 7:00am–3:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

Responsibilities

• Provide General IT end-user support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Interact via telephone, e-mail, chat, and one-on-one with customers to diagnose issues.
• Provide first level support including password resets, remote hardware troubleshooting, and software troubleshooting.
• Follow documented processes to resolve issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze impact and urgency of issues and prioritize accordingly.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting performance targets for daily and monthly metrics.
• Preserve and grow knowledge of Service Desk procedures and services.
• May perform other duties as directed by Team Lead or Service Delivery Leader.

Skills

Service Desk

Customer Service

Troubleshooting

Documentation

Communication

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst to provide Level 1 technical support and customer service to users via phone, email, or chat. This role is full-time and remote, with hours aligned to EST.

The successful candidate will handle end-user IT support, ticketing, and troubleshooting while delivering excellent customer experience. Candidates should have 6–12 months of service desk or support experience, strong communication, and solid documentation skills.