Remote Service Desk Analyst - 2nd Shift

CAI; Honolulu (HI); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI, a global services firm, is seeking a Service Desk Analyst for the remote 2nd shift. The role involves handling Level 1 IT support requests from associates and vendors with a strong emphasis on customer service and accurate ticket documentation.

You will troubleshoot hardware and software, perform password resets, and escalate complex issues with detailed records. This full-time remote position offers benefits and growth opportunities.

Qualifications

• Minimum 6–12 months 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.
• 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.
• Utilize customer service skills and aim to exceed expectations.
• Interact via phone, email, chat to identify and diagnose issues.
• Perform first-level support: password resets, hardware/software troubleshooting, basic questions.
• Escalate unresolved issues with solid documentation.
• Record, categorize, and close all tickets accurately.
• Analyze issue urgency and prioritize accordingly.
• Suggest process improvements and drive better customer experience.
• Maintain knowledge of Service Desk procedures and services.
• May take on other duties as directed by team lead.

Skills

Customer service

Troubleshooting

Documentation

Communication

Problem-solving

Attention to detail

Work ethic

Cross-team collaboration

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI, a global services firm, is seeking a Service Desk Analyst for the remote 2nd shift. The role involves handling Level 1 IT support requests from associates and vendors with a strong emphasis on customer service and accurate ticket documentation.

You will troubleshoot hardware and software, perform password resets, and escalate complex issues with detailed records. This full-time remote position offers benefits and growth opportunities.