Remote IT Service Desk Analyst - Weekend Support

CAI; Hagåtña (GU); Remote; USD 34,000 - 41,000; Full time

Job summary

CAI is seeking a Service Desk Analyst to deliver Level 1 IT support to associates and vendors. This full-time, remote role requires covering weekend shifts and supporting users via phone, email, or chat.

You will diagnose common issues, reset passwords, and document resolutions, escalating when needed, while maintaining high service levels and customer-focused communication. This position emphasizes strong troubleshooting, accurate ticketing, and the ability to work independently within a

Qualifications

• 6–12 months experience in a Service Desk or technical support role.
• 6–12 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Ability to work Saturday/Sunday and specific EST hours.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

Responsibilities

• Provide Level 1 IT end-user support via phone, email, chat.
• Reset passwords and troubleshoot hardware remotely.
• Troubleshoot software and other applications used by clients.
• Escalate unresolved issues with proper documentation.
• Record, categorize, document, and close tickets.

Skills

Service Desk

Customer Service

Technical Support

Troubleshooting

Documentation

Communication

Education

High School Diploma

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 requires covering weekend shifts and supporting users via phone, email, or chat.

You will diagnose common issues, reset passwords, and document resolutions, escalating when needed, while maintaining high service levels and customer-focused communication. This position emphasizes strong troubleshooting, accurate ticketing, and the ability to work independently within a