Remote Service Desk Analyst: Level 1 IT Support

CAI; Helena (MT); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k retirement plan

Job summary

CAI is seeking a Service Desk Analyst to provide Level 1 IT support to associates and vendors. The role is full-time and remote, with responsibilities including resolving end-user issues via phone, email, or chat and maintaining accurate ticket records.

The ideal candidate has 6–12 months in a service desk or technical support role, solid customer service experience, and a high school diploma or GED. EST hours apply, with health and retirement benefits offered.

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.
• Strong attention to detail and strong communication skills (written and oral).
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.

Responsibilities

• Provide General IT end-user support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• 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 but not limited to: resetting passwords, troubleshooting hardware remotely, troubleshooting software, and other how-to questions.
• Properly escalate unresolved issues to the next level with strong supporting documentation.
• Follow documented processes to resolve customer issues.
• Ensure proper recording, categorization, documentation, and closure of all tickets.
• Analyze impact and urgency of customer issues and prioritize accordingly.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metrics.
• Preserve and grow knowledge of Service Desk procedures, products, and services.
• May perform other duties as directed by Team Lead or Service Delivery Leader.

Skills

Customer service

Service desk

Technical support

Phone support

Documentation

Education

High school diploma or GED

Job description

CAI is seeking a Service Desk Analyst to provide Level 1 IT support to associates and vendors. The role is full-time and remote, with responsibilities including resolving end-user issues via phone, email, or chat and maintaining accurate ticket records.

The ideal candidate has 6–12 months in a service desk or technical support role, solid customer service experience, and a high school diploma or GED. EST hours apply, with health and retirement benefits offered.