Service Desk Analyst
CAI

Job Info

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Service Desk Analyst
Req number:
R2405
Employment type:
Full time
Worksite flexibility:
Onsite
Job Summary
We are looking for a motivated Service Desk Analyst ready to take us to the next level! If you have remote desktop and troubleshooting skills, and are looking for your next career move, apply now.
Job Description

We are looking for a Service Desk Analyst to respond to phone and email requests for technical assistance, troubleshoot to determine the source and solution of a problem, communicate to end users, and maintain network accounts. This position will be full-time contract and onsite.

What You'll Do

• Communicate with staff on a continuous basis regarding incident status, problems, and updates
  
• Ensure that calls and incidents are handled in a timely and efficient manner
  
• Maintain and administer user accounts using Active Directory and client systems
  
• Routinely monitor Service Desk queue for incidents that require action
  
• Use troubleshooting to identify issues and find long lasting solutions
  
• Send end user communication related to outages and updates
  
• Escalate tickets to appropriate support tiers
  
• On-Call rotation - after hours support
  
• From time to time, the employee will be required to perform additional tasks and duties as required by the employer, Team Lead, and Managers
  

What You'll Need

Required:

• Associate degree, or equivalent experience and education, and 1-2 years of experience providing Information Technology end user support
  
• In-depth understanding of the software and computer equipment
  
• Demonstrates excellent analytical and problem-solving skills
  
• The ability to work well and communicate effectively in a team atmosphere
  
• The ability to adapt to and drive changes for improvement
  
• Ability to assess and accommodate each user's IT skill level
  
• Detail oriented and accurate record keeping
  
• Developed interpersonal and customer care skills
  
• Up-to-date technical knowledge in a Microsoft Windows environment
  
• Experience using Remote Desktop software
  
• Patient and understanding with all callers
  

Preferred:

• One year of Service Desk and/or Customer Service 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
  

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

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

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