Service Desk Analyst

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. With over 40 years of excellence, we unite talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we create tailor-made solutions that deliver lasting results across the public and commercial sectors and are trailblazers in bringing neurodiversity to the enterprise.

About the role

As a Service Desk Analyst, you will provide Level 1 technical support to users in an efficient and accurate manner. This full-time, remote position involves delivering Service Desk support via phone, email, or chat, applying technical knowledge and customer service skills.

Responsibilities

• Provide general IT end-user support
• Utilize excellent customer service skills and exceed customers’ expectations
• Interact via telephone, email, chat, and one-on-one to identify and diagnose technical issues
• Provide first-level support including:
  • Resetting passwords
  • Troubleshooting hardware remotely (laptops, iPads, desktops, printers, etc.)
  • Troubleshooting software (proprietary and other applications)
  • Answering “how-to” questions
• Properly escalate unresolved issues to the next level of support with strong 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 performance metrics for daily individual and monthly team goals
• Preserve and grow your knowledge of Service Desk procedures, products, and services
• Perform other job duties as directed by Team Lead or Service Delivery Leader

Requirements

• 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 through Wednesday from 6:00am – 2:00pm EST
• Strong troubleshooting and documentation skills
• Excellent customer service skills
• Strong attention to detail and communication skills (written and oral)
• Excellent work ethic and problem-solving skills
• Solution-driven mindset

Qualifications

• Associate degree in a related field (preferred)

Physical Demands

• Sedentary work involving sitting or remaining stationary most of the time
• 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

Pay

$18 per hour (exact compensation may vary based on location, experience, and education)

Benefits

• Medical, dental, and vision insurance
• 401k retirement account access
• Paid sick leave and/or other paid time off as provided by applicable law

Schedule

Saturday through Wednesday, 6:00am – 2:00pm EST