Service Desk Analyst

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

Service Desk Analyst

Req number:

R8940

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

Job Description

We are looking for a customer service-oriented Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote.

What You’ll Do

• 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

What You’ll Need

Required:

• 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

Preferred:

• Associate degree preferred in related field

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [e-mail] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$37,440 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.