CAI · 2 hours ago
Senior Service Desk Analyst
United States
Full-time
Remote
Mid, Senior Level
$46K/yr - $48K/yr
3+ years expCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. As a Senior Service Desk Analyst, you will provide Level 1 technical support to users, assist with infrastructure support tasks, mentor junior members, and assist with projects.
ConsultingSoftware
Responsibilities
Provide General IT end-user support including:
Resetting passwords
Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems
Provide first level contact and convey resolutions to customer issues utilizing a knowledge base
Properly escalate unresolved issues to the next level of support with strong supporting documentation
Perform trend analysis, keep peers and management informed of trends, significant problems, and unexpected delays
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure of all records
Recommend procedure modifications or improvements
Preserve and grow your knowledge of Service Desk procedures, products and services
Demonstrate advanced knowledge of supported customer-specific applications and hardware
Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business and help ensure team SLA/SLO are met
Understanding the scope and terms of the customer(s) contract
Ensure technical support training is provided in a timely manner
Assist in evaluating and ensuring timely implementation of new tools and processes
Ability to anticipate, plan, and prioritize varying workload levels
Ability to work independently without supervision
Ability to monitor phone and ticket queues for the entire team to ensure that work is being handled without unnecessary delay
Conduct regular Call and Ticket Quality Analysis and coach Service Desk Agents accordingly to ensure call script compliance
Review agent interactions to ensure high-quality customer experience
Attend daily stand-up meetings to provide Service Desk insights or to escalate any tickets that require additional process or clarification of process
Understand and monitor team schedules for accuracy and to ensure schedule adherence
Provide operational support to the Service Desk team answering questions, handling escalations, and providing guidance
Review, approve and publish knowledge articles for clarity, repeatability, and aligned with best practices
Qualification
Required
Minimum 3-5 years' experience in a Service Desk or technical support role
Minimum 1+ years of customer service experience in a professional industry
High School Diploma or GED
Strong troubleshooting and documentation skills
Active Directory Experience
Desktop and Laptop hardware support experience
Understanding of LAN/WAN technologies and protocols
Technical Writing
Proficient knowledge of Microsoft Desktop Operating Systems
Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Excellent work ethic
Problem-solving skills
Solution driven
Detail oriented
Occasional ability to work from an offsite location
Willing to work extra hours as needed including late nights and weekends
Preferred
Proficient knowledge with virtualization technology (VMWare, Citrix, Array)
Degree in Information Systems, Computer Science (Preferred) or equivalent experience
Benefits
Medical, dental, and vision insurance
401k retirement account access
Paid time off
Paid sick leave
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