Remote Service Desk Analyst - 2nd Shift IT Support

CAI; Lansing (MI); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement account

Job summary

CAI is seeking a Service Desk Analyst for the 2nd shift. This remote role provides Level 1 technical support to associates and vendors via phone, email, or chat. The position is full-time, remote, and on a 2nd shift schedule.

Responsibilities include general IT end-user support, password resets, hardware and software troubleshooting, and thorough ticket documentation with escalation as needed. EST 11:30am-8:00pm schedule.

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.
• Associate degree preferred in related field.

Responsibilities

• Provide general end-user IT support.
• Assist via phone, email, and chat to diagnose issues.
• Reset passwords and troubleshoot hardware remotely.
• Escalate unresolved issues with thorough documentation.
• Record, categorize, and close tickets.
• Prioritize issues by impact and urgency.
• Contribute to customer experience through timely responses.

Skills

Customer service

Technical support

Problem solving

Documentation

Communication

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Service Desk Analyst for the 2nd shift. This remote role provides Level 1 technical support to associates and vendors via phone, email, or chat. The position is full-time, remote, and on a 2nd shift schedule.

Responsibilities include general IT end-user support, password resets, hardware and software troubleshooting, and thorough ticket documentation with escalation as needed. EST 11:30am-8:00pm schedule.