Remote IT Service Desk Analyst | Weekend Support Pro

CAI; Annapolis (MD); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Job summary

CAI is hiring a Service Desk Analyst to provide Level 1 IT support to associates and vendors via phone, email, or chat. The role is remote, full-time, and requires weekend work.

You will handle password resets, hardware/software troubleshooting, and ticket documentation while delivering excellent customer service. The position emphasizes strong communication, problem-solving, and adherence to documented processes, with opportunities to grow knowledge of CAI’s services and contribute to customer

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 setting.
• High School Diploma or GED required.
• Ability to work Saturday/Sunday 7:00a-7:00pm EST and Mon/Tue 8:00am-4:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication abilities.

Responsibilities

• Provide General IT end-user support.
• Interact via phone, email, chat to identify and diagnose issues.
• Perform first-level support including passwords resets and remote troubleshooting.
• Escalate unresolved issues with proper documentation.
• Follow documented processes to resolve customer issues.
• Record, categorize, and close all tickets.
• Assess impact/urgency and prioritize accordingly.
• Suggest procedure improvements to enhance service.
• Contribute to customer experience through timely responses.
• Maintain knowledge of Service Desk procedures and tools.

Skills

Customer service

Troubleshooting

Documentation

Communication

Attention to detail

Problem solving

Work ethic

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is hiring a Service Desk Analyst to provide Level 1 IT support to associates and vendors via phone, email, or chat. The role is remote, full-time, and requires weekend work.

You will handle password resets, hardware/software troubleshooting, and ticket documentation while delivering excellent customer service. The position emphasizes strong communication, problem-solving, and adherence to documented processes, with opportunities to grow knowledge of CAI’s services and contribute to customer