Service Desk Analyst
Lensa
Job Overview
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Job Description
About CAI
CAI is a global technology services firm with over 8,500 associates worldwide and over 40 years of excellence. With a yearly revenue of over $1 billion, CAI unites talent and technology to power possibilities for its clients and communities. As a privately held company, CAI has the freedom to do what is right—whatever it takes.
Job Overview - Service Desk Analyst
This is a full-time, remote Service Desk Analyst role. You will provide technical support to end users by troubleshooting hardware, software, and account-related issues. Your responsibilities include ensuring an excellent customer experience through phone, email, chat, and in-person interactions as necessary.
Key Responsibilities
- Provide general IT end-user support.
- Diagnose technical issues via multiple communication channels.
- Reset passwords, troubleshoot hardware (laptops, iPads, desktops, printers), and software.
- Properly escalate unresolved issues with detailed documentation.
- Record, categorize, document, and close support tickets.
- Follow documented procedures and recommend improvements.
- Maintain and grow knowledge of service desk protocols.
Required Qualifications & Skills
- 6-12 months experience in a Service Desk or technical support role.
- 6-12 months customer service experience in a professional setting.
- Strong troubleshooting, documentation, and communication skills.
- Excellent customer service, attention to detail, and work ethic.
- Problem-solving and solution-oriented mindset.
Additional Information
Work Hours: Monday-Friday, 8am-5pm EST. This role is remote with occasional on-site meetings if required. For reasonable accommodations, contact application.accommodations@cai.io or call (888) 824-8111. For posting questions, email support@lensa.com.
Key skills/competency
Service Desk, Technical Support, Troubleshooting, Customer Service, Documentation, Escalation, IT Support, Hardware, Software, Communication
How to Get Hired at Lensa
- Customize your resume: Highlight IT support and customer service skills.
- Emphasize experience: Detail your technical and troubleshooting background.
- Demonstrate communication: Showcase clear written and verbal skills.
- Prepare for interviews: Review service desk scenarios and common questions.
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