Service Desk Analyst

About CAI

CAI is a global services company employing over 9,000 associates worldwide, generating annual revenue exceeding $1.3 billion. For more than 40 years, CAI has united talent with technology to deliver innovative solutions that benefit clients, colleagues, and communities globally. As a private company, CAI operates with the flexibility to prioritize doing what is best, specializing in tailored services across both public and commercial sectors, and champions workplace neurodiversity.

Position Overview

The Service Desk Analyst role involves managing incoming support requests from associates and vendors while delivering effective technical assistance and excellent customer support. The role requires weekend availability and is fully remote.

Key Responsibilities

• Deliver general IT support to end users.
• Demonstrate superior customer service to exceed user expectations.
• Communicate through phone, email, chat, and in-person to diagnose and resolve technical issues.
• Provide first-level support including password resets, remote hardware troubleshooting for devices like laptops, tablets, desktops, and printers, software troubleshooting for proprietary and client-used applications, and general procedural guidance.
• Escalate unresolved problems promptly with detailed documentation to higher support tiers.
• Follow established processes for issue resolution.
• Accurately record, categorize, document, and close all support tickets.
• Assess the severity and urgency of issues to prioritize appropriately.
• Suggest enhancements to procedures based on insights.
• Advance customer satisfaction through timely, professional interactions.
• Maintain focus on meeting daily performance goals and monthly team objectives.
• Continuously update knowledge about Service Desk procedures, products, and services.
• Perform additional duties as assigned by management.

Candidate Requirements

• Between 6 to 12 months of experience in a Service Desk or technical support capacity.
• At least 6 to 12 months of professional customer service experience.
• High school diploma or GED required.
• Proven abilities in troubleshooting and documenting technical issues.
• Exceptional customer service skills.
• Strong attention to detail alongside effective verbal and written communication.
• Demonstrated strong work ethic and problem-solving capabilities.
• Solution-oriented mindset.
• Availability to work Thursday and Friday from 9:00 AM to 5:00 PM EST and Saturday and Sunday between 7:00 AM and 7:00 PM EST.

Preferred Qualifications

• Associate degree in a related field is preferred.

Physical Requirements

• Work primarily involves sedentary tasks with extended periods sitting, but with occasional movement to attend meetings.
• Ability to perform repetitive computer-based tasks using mouse, keyboard, and monitor.
• Compliance with ADA and other federal, state, and local standards for physical capabilities is necessary.

Equal Employment Opportunity and Accommodation

CAI is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. The company actively supports affirmative action to ensure employment equity. Harassment, retaliation, or discrimination in any form is prohibited. Reasonable accommodations are available during hiring and employment processes upon request.

Compensation and Benefits

The salary for this position varies according to location, experience, and education level. Benefits include medical, dental, and vision insurance, access to a 401(k) plan, paid sick leave, and other legally mandated paid time off.