Remote Service Desk Analyst — Weekend Support

CAI; Topeka (KS); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Job summary

CAI is recruiting a Service Desk Analyst to deliver Level 1 IT support to associates and vendors via phone, email, or chat. This is a full-time remote role requiring weekend work.

You will handle password resets, hardware and software troubleshooting, and documented issue resolution while providing exceptional customer service. The position emphasizes quick escalation when needed, accurate ticketing, and adherence to defined processes to maintain high customer satisfaction and performance

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 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 (both written and oral).
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.
• Associate degree preferred in related field.

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 escalate 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

Customer service

Troubleshooting

Documentation

Communication skills

Problem solving

Attention to detail

Self-motivated

Education

High School Diploma or GED

Associate degree

Job description

CAI is recruiting a Service Desk Analyst to deliver Level 1 IT support to associates and vendors via phone, email, or chat. This is a full-time remote role requiring weekend work.

You will handle password resets, hardware and software troubleshooting, and documented issue resolution while providing exceptional customer service. The position emphasizes quick escalation when needed, accurate ticketing, and adherence to defined processes to maintain high customer satisfaction and performance