**Job ID Number** R5343 **Employment Type** Full time **Worksite Flexibility** Remote **Job Summary** As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. **Job Description** We are looking for a customer service-oriented **Service Desk Analyst** to provide **Level 2** technical support to users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be **full-time** and **remote** . **What You’ll Do** + 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 + 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 + Recommended procedure modifications or improvements + Preserve and grow your knowledge of Service Desk procedures, products, and services **What You’ll Need** Required: + 1+ years' experience in a Service Desk or technical support role + 1+ years of customer service experience in a professional industry + High School Diploma or GED + Troubleshooting and problem-solving skills + Hands on experience with Active Directory and ITSM + Experience with ServiceNow preferred + Experience supporting software applications and desktop/laptop hardware + Understanding of LAN/WAN technologies and protocols + Excellent customer service skills + Strong attention to detail and documentation skills + Strong communication skills (both written and oral) + Excellent work ethic + Ability to work weekdays 7:00am to 3:00pm EST Preferred: + Degree in Information Systems or Computer Science (Preferred) or equivalent experience **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 The pay range for this position is $35,000 - $38,480 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.​ \#LI-AE1 **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 application.accommodations@cai.io or (888) 824 – 8111. **Equal Employment Opportunity Policy Statement** CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.