Remote IT Service Desk Specialist

CAI; Montpelier (VT); Remote; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k retirement plan

Paid sick leave

Job summary

CAI is seeking a customer-service oriented Service Desk Analyst to provide Level 1 technical support to users via phone, email, or chat. The role is full-time and remote, with weekday morning EST hours and a focus on fast, accurate issue resolution.

Responsibilities include end-user support, ticket documentation, and adherence to documented processes, while maintaining high customer satisfaction and collaborating with the team to improve service delivery.

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 is required.
• Ability to work weekdays 7:00am–3:30pm EST.

Responsibilities

• Provide General IT end-user support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Interact via telephone, email, chat, and one-on-one with customers to diagnose issues.
• Provide first level support including password resets and remote hardware/software troubleshooting.
• Record, categorize, document, and close all tickets.
• Prioritize issues based on impact and urgency.
• Suggest procedure improvements and drive positive customer experience.

Skills

Customer service

Troubleshooting

Documentation

Communication skills

Problem-solving

Education

High School Diploma or GED

Associate degree preferred

Tools

None

Job description

CAI is seeking a customer-service oriented Service Desk Analyst to provide Level 1 technical support to users via phone, email, or chat. The role is full-time and remote, with weekday morning EST hours and a focus on fast, accurate issue resolution.

Responsibilities include end-user support, ticket documentation, and adherence to documented processes, while maintaining high customer satisfaction and collaborating with the team to improve service delivery.