Remote Service Desk Analyst - IT Support & Customer Care

CAI; Boise (ID); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Remote work

Weekend shifts

Job summary

CAI is seeking a Service Desk Analyst to provide Level 1 technical support and customer service remotely. The role requires weekend work with EST hours and involves handling inquiries via phone, email, and chat.

You will troubleshoot hardware and software, reset passwords, document issues, and escalate when needed. A strong focus on customer experience and adherence to procedures is essential.

Qualifications

• 6–12 months in a Service Desk or technical support role
• 6–12 months of customer service experience in a professional setting
• Ability to work weekends and specific shifts in EST
• Strong troubleshooting and documentation skills
• Excellent written and oral communication skills
• High attention to detail and work ethic

Responsibilities

• Provide general IT end-user support and first-level triage
• Assist customers via phone, email, chat with courteous service
• Diagnose issues and reset passwords; remote hardware/software troubleshoots
• Document issues with clear, thorough notes and categorize tickets
• Escalate unresolved problems with proper context
• Follow documented processes to resolve customer issues and close tickets
• Prioritize tickets by impact and urgency to meet targets
• Continually expand knowledge of Service Desk procedures and tools
• Collaborate with Team Lead/Delivery Leader as needed

Skills

Troubleshooting

Documentation

Customer service

Communication

Problem-solving

Education

HS Diploma or GED

Associate degree (preferred)

Job description

CAI is seeking a Service Desk Analyst to provide Level 1 technical support and customer service remotely. The role requires weekend work with EST hours and involves handling inquiries via phone, email, and chat.

You will troubleshoot hardware and software, reset passwords, document issues, and escalate when needed. A strong focus on customer experience and adherence to procedures is essential.