Remote Service Desk Analyst - 2nd Shift

CAI; Austin (TX); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement plan

Paid time off / sick leave

Job summary

CAI is a global services firm seeking a Service Desk Analyst for the remote 2nd shift. You will handle Level 1 IT support and customer service requests from associates and vendors, using phone, email, or chat, weekdays 11:30am–8:00pm EST.

This full-time role emphasizes high-quality service and documentation. You will diagnose issues, reset passwords, and escalate where needed while maintaining ticket accuracy and contributing to customer experience metrics.

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.
• Ability to work weekdays 11:30am–8:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Strong attention to detail and work ethic.
• Problem-solving and solution-driven mindset.

Responsibilities

• Provide general IT end-user support.
• Exceed customers' expectations with service.
• Interact via phone, email, chat to diagnose issues.
• Provide first-level support: passwords, hardware/software troubleshooting.
• Escalate unresolved issues with documentation.
• Follow documented processes to resolve issues.
• Record, categorize, and close tickets.
• Prioritize issues based on impact and urgency.
• Suggest process improvements.
• Aim for positive customer experience and meet metrics.
• Maintain knowledge of Service Desk procedures and tools.
• May perform other duties as directed.

Skills

Service desk experience

Customer service

Strong communication

Attention to detail

Problem-solving

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is a global services firm seeking a Service Desk Analyst for the remote 2nd shift. You will handle Level 1 IT support and customer service requests from associates and vendors, using phone, email, or chat, weekdays 11:30am–8:00pm EST.

This full-time role emphasizes high-quality service and documentation. You will diagnose issues, reset passwords, and escalate where needed while maintaining ticket accuracy and contributing to customer experience metrics.