Remote IT Service Desk Analyst — Weekend Support

CAI; Juneau (AK); A distancia; USD 34.000 - 41.000; Jornada completa

Descripción de la vacante

CAI is seeking a Service Desk Analyst to provide Level 1 technical support to associates and vendors. The role is fully remote, weekends required, and involves handling support via phone, email, or chat.

Responsibilities include end-user IT support, password resets, hardware/software troubleshooting, and precise ticket documentation. Weekend availability and strong customer service are essential for success.

Formación

• 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.
• Ability to work weekend shifts (Sat-Sun 7:00a-7:00pm EST) and weekdays.
• Strong troubleshooting, documentation, and communication skills.

Responsabilidades

• Provide Level 1 technical support to users via phone, email, or chat.
• Offer general IT end-user support and excellent customer service.
• Diagnose and resolve issues; reset passwords and troubleshoot hardware/software.
• Document, categorize, and close tickets; escalate when needed.
• Contribute to process improvements and customer experience metrics.

Conocimientos

IT support

Customer service

Password reset

Hardware troubleshooting

Software troubleshooting

Documentation

Escalation

Ticketing

Communication

Educación

High School Diploma

Associate degree preferred

Descripción del empleo

CAI is seeking a Service Desk Analyst to provide Level 1 technical support to associates and vendors. The role is fully remote, weekends required, and involves handling support via phone, email, or chat.

Responsibilities include end-user IT support, password resets, hardware/software troubleshooting, and precise ticket documentation. Weekend availability and strong customer service are essential for success.