Remote IT Service Desk Analyst — Level 1 Support

CAI; Salem (OR); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement plan

Paid time off

Job summary

CAI is seeking a Service Desk Analyst to deliver Level 1 IT support to associates and vendors. This full-time, remote role provides end-user assistance via phone, email, or chat, and requires solid customer service skills and technical know-how.

You will manage tickets from creation to closure, ensure accuracy, and help improve service delivery. The position emphasizes strong communication, problem solving, and adherence to documented processes, with EST work hours and opportunities to grow

Qualifications

• 6–12 months of Service Desk or technical support experience.
• 6–12 months of customer service experience.
• High School Diploma or GED.
• Availability to work 7:00am–3:30pm EST on weekdays.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Strong attention to detail and work ethic.
• Problem-solving and solution-driven mindset.
• Associate degree in related field preferred.

Responsibilities

• Provide General IT end-user support.
• Exceed customer expectations with service quality.
• Interact via phone, email, chat to diagnose issues.
• Provide Level 1 support including password resets and remote hardware/software troubleshooting.
• Follow documented processes to resolve issues.
• Record, categorize, document, and close all tickets.
• Analyze impact and urgency and prioritize issues.
• Recommend procedure improvements.
• Drive positive Customer Experience through timely responses.
• Meet targets for personal and team performance metrics.
• Grow knowledge of Service Desk procedures, products, and services.
• May perform other duties as directed.

Skills

Service desk experience

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 to deliver Level 1 IT support to associates and vendors. This full-time, remote role provides end-user assistance via phone, email, or chat, and requires solid customer service skills and technical know-how.

You will manage tickets from creation to closure, ensure accuracy, and help improve service delivery. The position emphasizes strong communication, problem solving, and adherence to documented processes, with EST work hours and opportunities to grow