Job Description
Service Desk Analyst
**Req number:**
R6548
**Employment type:**
Full time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 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 an IT Service Desk Specialist, you’ll provide technical support to end users by troubleshooting hardware, software, and account-related issues while delivering an excellent customer experience. You’ll collaborate with internal teams, follow established processes, and help improve IT support efficiency in a fast-paced, service-driven environment. Monday-Friday - 8am-5pm EST.
**Job Description**
**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 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 team monthly 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:
+ 6-12 months’ experience in a Service Desk role and/or technical support role
+ 6-12 months of customer service experience in a professional industry
+ 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
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with federal 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.
Technical Skills – Preferred:
• N/A
Other Requirements:
• Excellent customer service skills
• Strong attention to detail and strong communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills
Competency Statement(s):
• Solution driven
• Detail oriented
Physical Environment & Requirements
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
Work Environment
• Controlled climate office environment which would include own desk/cubicle space.
• Occasional ability to work from an off-site location
Additional Expectations
• N/A
Physical Requirements:
• Operating a computer and communicating over the phone.
Direct Reports
none
**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 [email protected] or (888) 824 – 8111.
**Req number:**
R6548
**Employment type:**
Full time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 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 an IT Service Desk Specialist, you’ll provide technical support to end users by troubleshooting hardware, software, and account-related issues while delivering an excellent customer experience. You’ll collaborate with internal teams, follow established processes, and help improve IT support efficiency in a fast-paced, service-driven environment. Monday-Friday - 8am-5pm EST.
**Job Description**
**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 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 team monthly 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:
+ 6-12 months’ experience in a Service Desk role and/or technical support role
+ 6-12 months of customer service experience in a professional industry
+ 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
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with federal 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.
Technical Skills – Preferred:
• N/A
Other Requirements:
• Excellent customer service skills
• Strong attention to detail and strong communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills
Competency Statement(s):
• Solution driven
• Detail oriented
Physical Environment & Requirements
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
Work Environment
• Controlled climate office environment which would include own desk/cubicle space.
• Occasional ability to work from an off-site location
Additional Expectations
• N/A
Physical Requirements:
• Operating a computer and communicating over the phone.
Direct Reports
none
**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 [email protected] or (888) 824 – 8111.
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