Remote Service Desk Analyst — Weekend Support

CAI; Pierre (SD); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement account access

Paid time off / paid sick leave

Job summary

CAI is seeking a Service Desk Analyst to deliver Level 1 IT support to associates and vendors from a remote, weekend-inclusive schedule. You will provide customer-friendly assistance via phone, email, or chat and diagnose technical issues to resolution.

The role emphasizes accurate documentation, escalation when needed, and adherence to CAI procedures while maintaining strong customer service standards.

Qualifications

• Minimum 6–12 months experience in a Service Desk or technical support role.
• Minimum 6–12 months of customer service experience.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Ability to work weekend shifts and adapt to EST hours.

Responsibilities

• Provide General IT end-user support.
• Exceed customers’ expectations with service.
• Interact via phone, email, chat, and in person to diagnose issues.
• Provide first level support: reset passwords, remote hardware/software checks.
• Escalate unresolved issues with strong documentation.
• Follow documented processes to resolve issues.
• Record, categorize, document, and close tickets.
• Prioritize issues by impact and urgency.
• Recommend process improvements.
• Drive positive customer experience with timely responses.
• Meet performance targets and team metrics.
• Maintain knowledge of Service Desk procedures and services.
• May perform other duties as directed by Team Lead.

Skills

Customer service

Troubleshooting

Documentation

Communication

Problem solving

Solution oriented

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst to deliver Level 1 IT support to associates and vendors from a remote, weekend-inclusive schedule. You will provide customer-friendly assistance via phone, email, or chat and diagnose technical issues to resolution.

The role emphasizes accurate documentation, escalation when needed, and adherence to CAI procedures while maintaining strong customer service standards.