Remote Service Desk Analyst – IT Support & Customer Service

CAI; Lansing (MI); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

Job summary

CAI, a global services firm, is seeking a Service Desk Analyst for remote, full-time employment. You will provide Level 1 IT support to associates and vendors via phone, email, or chat, ensuring timely, accurate resolution and strong customer service.

This role emphasizes documentation, ticketing, and adherence to established processes. Ideal candidates have 6–12 months in service desk or tech support, 6–12 months in customer service, and a high school diploma or GED.

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 required.
• Ability to work Weekdays 9:00am–5:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

Responsibilities

• Provide Level 1 IT end-user support via phone, email, or chat.
• Utilize strong customer service to exceed expectations.
• Identify and diagnose technical issues with customers.
• Perform password resets and hardware/software troubleshooting remotely.
• Escalate unresolved issues with proper documentation.
• Follow documented processes to resolve issues.
• Record, categorize, and close all tickets accurately.
• Assess impact and urgency to prioritize requests.
• Suggest improvements to procedures.
• Support achievement of daily and monthly performance targets.
• Maintain knowledge of Service Desk products and services.
• May perform other duties as directed by Team Lead.

Skills

Service Desk

Technical Support

Customer Service

Communication

Documentation

Problem Solving

Attention to Detail

Process Adherence

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI, a global services firm, is seeking a Service Desk Analyst for remote, full-time employment. You will provide Level 1 IT support to associates and vendors via phone, email, or chat, ensuring timely, accurate resolution and strong customer service.

This role emphasizes documentation, ticketing, and adherence to established processes. Ideal candidates have 6–12 months in service desk or tech support, 6–12 months in customer service, and a high school diploma or GED.