Remote Service Desk Analyst - IT Support

CAI; Carson City (NV); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

CAI is hiring a Service Desk Analyst to provide Level 1 IT support for associates and vendors. The role is full-time and remote, with responsibilities including password resets, hardware and software help, and ticket documentation. You will work via phone, email, or chat to diagnose issues and escalate where needed.

Strong customer service and written communication are essential. Minimum 6–12 months in a Service Desk or support role and 6–12 months of customer service experience are required,

Qualifications

• Minimum 6–12 months experience in a Service Desk or technical support role.
• Minimum 6–12 months of customer service experience in a professional setting.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Ability to work 9:00am–5:30pm EST on weekdays.

Responsibilities

• Provide general IT end-user support.
• Exceed customer expectations with strong service.
• Interact via phone, email, chat to diagnose issues.
• Provide first level support: passwords, hardware/software issues.
• Escalate unresolved issues with good documentation.
• Follow documented processes to resolve issues.
• Record, categorize and close tickets accurately.
• Prioritize issues by impact and urgency.
• Suggest procedure improvements and drive CX.
• Meet performance targets for daily and monthly metrics.
• Maintain knowledge of Service Desk tools and services.

Skills

IT support

Customer service

Troubleshooting

Documentation

Education

High School Diploma or GED

Job description

CAI is hiring a Service Desk Analyst to provide Level 1 IT support for associates and vendors. The role is full-time and remote, with responsibilities including password resets, hardware and software help, and ticket documentation. You will work via phone, email, or chat to diagnose issues and escalate where needed.

Strong customer service and written communication are essential. Minimum 6–12 months in a Service Desk or support role and 6–12 months of customer service experience are required,