Remote Service Desk Analyst - Weekend Support

CAI; Cheyenne (WY); A distancia; USD 34.000 - 41.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Paid sick leave

Descripción de la vacante

CAI is seeking a Service Desk Analyst to provide Level 1 technical support and customer service to associates and vendors. This full-time role is remote and requires weekend work, with shifts on Saturday/Sunday and some weekday hours in EST.

The position emphasizes strong problem-solving, documentation, and customer-facing skills to resolve IT issues efficiently. The ideal candidate has 6–12 months of service desk and customer service experience, a High School Diploma or GED, and excellent

Formación

• Minimum 6-12 months’ experience in a Service Desk role and/or technical support.
• Minimum 6-12 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Ability to work Saturday/Sunday 7:00a-7:00pm EST and Monday/Tuesday 8:00am - 4:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and strong communication skills (written and oral).
• Problem-solving skills.

Responsabilidades

• 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 questions.
• Escalate unresolved issues to the next level of support with 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 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.

Conocimientos

Customer service

Troubleshooting

Documentation

Communication

End-user support

Educación

High School Diploma or GED

Descripción del empleo

CAI is seeking a Service Desk Analyst to provide Level 1 technical support and customer service to associates and vendors. This full-time role is remote and requires weekend work, with shifts on Saturday/Sunday and some weekday hours in EST.

The position emphasizes strong problem-solving, documentation, and customer-facing skills to resolve IT issues efficiently. The ideal candidate has 6–12 months of service desk and customer service experience, a High School Diploma or GED, and excellent