Remote Service Desk Analyst - 2nd Shift

CAI; Topeka (KS); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

Job summary

CAI is seeking a Service Desk Analyst for the remote 2nd shift to support associates and vendors with Level 1 technical issues. The role is full-time and remote, with responsibilities spanning ticketing, first-line troubleshooting, and customer service excellence.

The candidate will handle password resets, hardware/software checks, and documentation while ensuring tickets are properly tracked and escalated as needed, contributing to daily team metrics.

Qualifications

• Minimum 6-12 months 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 required.
• Ability to work Weekdays 11:30am–8:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

Responsibilities

• Provide General IT end-user support via phone, email, or chat.
• Deliver first-level support including password resets and basic troubleshooting.
• Record, categorize, and close all tickets with proper documentation.
• Escalate unresolved issues with thorough notes and steps taken.
• Aim to improve processes and drive positive customer experience.

Skills

Customer service

Troubleshooting

Documentation

Communication

Attention to detail

Problem solving

Solution oriented

Time management

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Service Desk Analyst for the remote 2nd shift to support associates and vendors with Level 1 technical issues. The role is full-time and remote, with responsibilities spanning ticketing, first-line troubleshooting, and customer service excellence.

The candidate will handle password resets, hardware/software checks, and documentation while ensuring tickets are properly tracked and escalated as needed, contributing to daily team metrics.