Remote Service Desk Analyst - 2nd Shift Support

CAI; City of Albany (NY); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k retirement plan

Paid time off

Job summary

CAI is seeking a Service Desk Analyst for the 2nd shift on a remote, full-time basis. The role involves handling Level 1 IT support requests from associates and vendors via phone, email, or chat, with strong emphasis on customer service and documentation.

Responsibilities include diagnosing issues, password resets, remote hardware/software troubleshooting, ticket management, and escalation with proper records. The position requires 6–12 months of service desk experience and a HS diploma or GED.

Qualifications

• Minimum 6-12 months' experience in a Service Desk or technical support role.
• Excellent customer service skills are required.
• Strong troubleshooting and documentation skills.
• Strong written and verbal communication.

Responsibilities

• Provide Level 1 IT end-user support via phone, email, or chat.
• Diagnose and troubleshoot hardware and software issues remotely.
• Reset passwords and perform first-line support tasks.
• Escalate unresolved issues with thorough documentation.
• Record, categorize, and close tickets accurately.
• Contribute to customer experience through timely, professional interactions.

Skills

Customer service

Troubleshooting

Documentation

Communication

Problem-solving

Time management

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst for the 2nd shift on a remote, full-time basis. The role involves handling Level 1 IT support requests from associates and vendors via phone, email, or chat, with strong emphasis on customer service and documentation.

Responsibilities include diagnosing issues, password resets, remote hardware/software troubleshooting, ticket management, and escalation with proper records. The position requires 6–12 months of service desk experience and a HS diploma or GED.