Service Desk Analyst

cai; Stati Uniti; Remoto; USD 20.000 - 29.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid leave

Remote work

Descrizione del lavoro

CAI is seeking a full-time remote Service Desk Analyst to handle first-line IT support for users via phone, email, and chat. You will document issues, resolve routine hardware and software questions, and escalate complex problems with detailed troubleshooting notes.

Strong customer service and communication skills are essential. The role requires 6–12 months in a service desk or technical support, 6–12 months in customer service, a high school diploma, and availability weekdays 7:00 a.m.–3:30

Competenze

• Six to twelve months of experience in a service desk or technical support role.
• Six to twelve months of professional customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting, written and verbal communication, and documentation skills.
• Attention to detail, problem-solving ability, and a reliable, service-oriented approach.
• Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time.

Mansioni

• Provide general end-user IT support and respond to users with clear, professional customer service.
• Troubleshoot routine hardware issues involving laptops, tablets, desktops, and printers, as well as software questions and password resets.
• Use documented procedures to diagnose issues and guide users through appropriate solutions.
• Record, categorize, prioritize, document, and close support tickets accurately.
• Escalate issues that cannot be resolved at first level, including the troubleshooting details needed for follow-up.
• Track individual and team service goals, keep knowledge of support procedures current, and recommend process improvements.

Conoscenze

Troubleshooting

Customer service

Written communication

Verbal communication

Documentation

Attention to detail

Formazione

High school diploma or equivalent

Descrizione del lavoro

Role overview

Handle first-line IT support requests for users in a full-time remote service desk role. The analyst helps resolve common technical issues through phone, email, and chat, and ensures that requests are accurately documented or passed to the right support team.

Responsibilities

• Provide general end-user IT support and respond to users with clear, professional customer service.
• Troubleshoot routine hardware issues involving laptops, tablets, desktops, and printers, as well as software questions and password resets.
• Use documented procedures to diagnose issues and guide users through appropriate solutions.
• Record, categorize, prioritize, document, and close support tickets accurately.
• Escalate issues that cannot be resolved at first level, including the troubleshooting details needed for follow-up.
• Track individual and team service goals, keep knowledge of support procedures current, and recommend process improvements.

Requirements

• Six to twelve months of experience in a service desk or technical support role.
• Six to twelve months of professional customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting, written and verbal communication, and documentation skills.
• Attention to detail, problem-solving ability, and a reliable, service-oriented approach.
• Availability to work weekdays from 7:00 a.m. to 3:30 p.m. Eastern Time.

Nice to have

• An associate degree in a related field.

Benefits and work setup

• Full-time remote role involving extended computer use and primarily seated work.
• Listed pay is $18 per hour. Benefits include medical, dental, and vision insurance, access to a 401(k), and paid leave where applicable.