Computer Aid, Inc. is hiring a Service Desk Analyst for a full-time remote role in the United States. You will be the first point of contact for associates and vendors, delivering Level 1 technical support and practical customer service to help resolve requests. This position includes weekend coverage and is paid at $37,440 per year.

What you’ll do

Provide general IT end-user support while maintaining a high standard of customer service
Respond to requests and troubleshoot issues through telephone, e-mail, chat, and in-person interactions as needed
Handle first-level support such as resetting passwords, assisting with remote hardware troubleshooting (including laptops, iPads, desktops, printers, and more), and resolving issues with software and client applications
Answer “how-to” questions related to supported systems and services
Follow documented processes to resolve problems and escalate unresolved issues to the next support level with strong supporting documentation
Ensure every ticket is properly recorded, categorized, documented, and closed
Assess issue impact and urgency and prioritize accordingly
Recommend procedure modifications or improvements to support service quality
Support positive Customer Experience through timely responses and professional interaction
Meet targets for daily individual performance metrics and monthly team metrics, demonstrating self-direction
Preserve and grow knowledge of service desk procedures, products, and services
May perform other duties as directed by the Team Lead or Service Delivery Leader

Schedule

Ability to work Saturday/Sunday 7:00a-7:00pm EST and Monday/Tuesday 8:00am-4:30pm EST

Qualifications

High School Diploma or GED
6-12 months of experience in a Service Desk role and/or technical support role
6-12 months of customer service experience in a professional industry
Strong troubleshooting and documentation skills
Excellent customer service skills
Strong attention to detail and clear communication (written and oral)
Excellent work ethic, problem-solving skills, and a solution-driven approach

Benefits

Medical, dental, and vision insurance
401k retirement account access
Paid time off
May also be entitled to paid sick leave and/or other paid time off as provided by applicable law

Worksite and accommodations

Worksite flexibility: Remote.

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, direct inquiries to [email protected] or (888) 824-8111.

Physical demands

Ability to safely and successfully perform essential job functions consistent with the ADA and other federal, state, and local standards
Sedentary work involving sitting or remaining stationary most of the time, with occasional need to move around to attend meetings
Ability to conduct repetitive tasks on a computer using a mouse, keyboard, and monitor

Preferred: Associate degree preferred in a related field.

Service Desk Analyst