CAI · 8 hours ago
Service Desk Analyst
United States
Full-time
Remote
New Grad, Entry Level
0+ years expCAI is a global technology services firm with over 8,500 associates worldwide. As a Bilingual Service Desk Analyst, you will provide Level 1 bilingual technical support to English and Portuguese speaking users, addressing requests and ensuring customer satisfaction through effective communication and problem-solving.
ConsultingSoftware
Responsibilities
Provide General IT end-user support including:
Utilize excellent customer service skills and exceed customers’ expectations
Interact via telephone, e-mail, chat 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 monthly team 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
Qualification
Required
Minimum 6 months' experience in a Service Desk role and/or technical support role
Minimum 6 months' of customer service experience in a professional industry
High School Diploma or GED
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
Ability to work weekdays 6:00am-2:30pm EST
Bilingual in both English and Portuguese languages (oral and written)
Preferred
Associate degree is preferred in related field
Benefits
Medical, dental, and vision insurance
401k retirement account access
Paid sick leave
Other paid time off as provided by applicable law
Company
CAI
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+.
5001-10000 employees
H1B Sponsorship
CAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (24)
2024 (28)
2023 (24)
2022 (30)
2021 (41)
2020 (48)
Funding
Current Stage
Late StageLeadership Team
Tom Salvaggio
President and CEO
Tony Salvaggio
Founder and CEO
Recent News
Computer Aid, Inc. (CAI)
2025-09-19
Company data provided by crunchbase