Remote Service Desk Analyst | IT Support & Customer Care

CAI; Phoenix (AZ); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Paid sick leave

Job summary

CAI is seeking a customer-service oriented Service Desk Analyst to deliver Level 1 technical support to users remotely. You will handle requests via phone, email, or chat, diagnose issues, and provide effective solutions to ensure proper ticket closure.

The role is full-time and remote, requiring 6–12 months of service desk or technical support experience, strong communication, and documentation skills, with EST business hours.

Qualifications

• Minimum 6–12 months’ experience in a Service Desk role and/or technical support role.
• Minimum 6–12 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Ability to work weekdays 9:00am - 5:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.

Responsibilities

• Provide General IT end-user support.
• Interact via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problems.
• Provide first level support including: password resets, hardware and software troubleshooting.
• Record, categorize, document, and close all tickets.
• Prioritize issues based on impact and urgency.
• Drive positive results in customer experience through timely responses.

Skills

Customer service

Technical support

Troubleshooting

Documentation

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a customer-service oriented Service Desk Analyst to deliver Level 1 technical support to users remotely. You will handle requests via phone, email, or chat, diagnose issues, and provide effective solutions to ensure proper ticket closure.

The role is full-time and remote, requiring 6–12 months of service desk or technical support experience, strong communication, and documentation skills, with EST business hours.