Remote Service Desk Analyst – Level 1 Support

CAI; Nashville (TN); Remote; USD 34,000 - 41,000; Full time

Job summary

CAI is hiring a Service Desk Analyst to deliver Level 1 IT support for associates and vendors from a remote location. You will handle requests via phone, email, or chat, troubleshoot issues, reset passwords, and document resolutions.

The role is full-time, remote, with standard EST hours, requiring 6–12 months service desk experience and strong customer service skills. You will contribute to high-quality technical support and help improve service delivery.

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 (both 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 (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions
• Properly escape unresolved issues to the next level of support with strong supporting documentation
• Following documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze the impact and urgency of customer’s issues and prioritize appropriately
• 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 your knowledge of Service Desk procedures, products, and services
• May perform other job duties as directed by Team Lead or Service Delivery Leader

Skills

Service Desk experience

Customer service

Written and verbal communication

Troubleshooting

Documentation

Attention to detail

Problem solving

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is hiring a Service Desk Analyst to deliver Level 1 IT support for associates and vendors from a remote location. You will handle requests via phone, email, or chat, troubleshoot issues, reset passwords, and document resolutions.

The role is full-time, remote, with standard EST hours, requiring 6–12 months service desk experience and strong customer service skills. You will contribute to high-quality technical support and help improve service delivery.