Remote Service Desk Analyst – 2nd Shift

CAI; San Juan (PR); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement account access

Paid time off

Job summary

CAI is hiring a Service Desk Analyst for the remote 2nd shift to provide Level 1 IT support to associates and vendors. The role involves handling requests via phone, email, or chat, performing password resets, and diagnosing hardware and software issues from a remote location.

The ideal candidate has 6–12 months in a service desk or technical support role, strong documentation, and customer service skills. This is a full-time, remote position with weekday evening hours (EST).

Qualifications

• 6–12 months’ experience in a Service Desk or technical support role.
• 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 skills.
• Preferred: Associate degree in related field.

Responsibilities

• Provide General IT end‑user support
• Utilize excellent customer service skills and exceed customers’ expectations
• Interact via telephone, e‑mail, chat, and one on one with customers to identify and diagnose technical issues
• Provide first level support including: resetting passwords, troubleshooting hardware remotely, and other how-to questions
• Escalate unresolved issues to the next level with strong documentation
• Follow documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze impact and urgency of customer issues and prioritize accordingly
• Recommend procedure modifications or improvements
• Drive positive results in Customer Experience through timely responses
• Demonstrate self-direction in meeting targets for performance metrics
• Maintain knowledge of Service Desk procedures, products, and services
• May perform other duties as directed by Team Lead or Service Delivery Leader

Skills

Service Desk experience

Customer service

Technical support

Documentation

Education

High School Diploma or GED

Job description

CAI is hiring a Service Desk Analyst for the remote 2nd shift to provide Level 1 IT support to associates and vendors. The role involves handling requests via phone, email, or chat, performing password resets, and diagnosing hardware and software issues from a remote location.

The ideal candidate has 6–12 months in a service desk or technical support role, strong documentation, and customer service skills. This is a full-time, remote position with weekday evening hours (EST).