Service Desk Analyst

About The Company

CAI is a renowned global services organization with a workforce of over 9,000 professionals operating across various regions worldwide. With a robust annual revenue exceeding $1.3 billion, CAI has established itself as a leader in integrating talent and technology to deliver innovative solutions. Over the span of more than four decades, the company has built a reputation for excellence, focusing on creating impactful results for both public and private sector clients. CAI is committed to fostering an inclusive environment, exemplified by its pioneering efforts in promoting neurodiversity within enterprise settings. As a privately held company, CAI maintains the agility and independence to prioritize doing what is right, ensuring sustainable growth and positive community impact.

About The Role

The Service Desk Analyst role at CAI is a vital position designed for a motivated individual eager to contribute to a dynamic IT support environment. This full-time, remote position offers an excellent opportunity for professionals with a strong background in Windows operating systems, server management, and Office 365 applications to advance their careers. The successful candidate will be responsible for providing first-line support to end users, troubleshooting technical issues, and ensuring timely resolution of problems. Initial onsite training will be provided in Trenton, NJ, after which the role will be performed remotely, offering flexibility and the chance to work in a fast-paced, collaborative setting. This position is ideal for individuals who thrive in a customer-focused environment and are committed to delivering exceptional IT support services.

Qualifications

Candidates should possess a solid understanding of Microsoft Windows 10, along with practical knowledge of Microsoft Windows Server, Active Directory, and Office 365. Strong verbal and written communication skills are essential for effectively explaining technical issues to end users. The ideal applicant will have at least two years of experience working with Outlook email and three years of data entry experience, demonstrating attention to detail and organizational skills. Experience in a help desk or IT support environment is preferred, along with the ability to prioritize tasks and meet deadlines under pressure. A two-year college degree or equivalent technical training is desirable, supplemented by familiarity with Microsoft Excel, Word, and Visio. The role requires physical ability to perform sedentary work involving extended periods of sitting and repetitive computer tasks, in accordance with ADA standards.

Responsibilities

The Service Desk Analyst will be responsible for providing prompt and effective first-response help desk support to end users, addressing hardware, software, and application issues. Logging all incoming problems, requests, and resolutions accurately in accordance with established procedures is crucial to maintaining service quality. The analyst will troubleshoot technical problems, identify root causes, and perform necessary resolutions to restore functionality. Maintaining up-to-date knowledge of operating environments, tools, and applications ensures efficient support delivery. Additionally, the role involves supporting business applications and IT operational activities, assisting with site-specific support, and participating in project-related assignments. Clear communication with end users is vital, as is providing timely follow-up updates and documenting all resolved issues thoroughly to ensure continuity and knowledge sharing within the team.

Benefits

CAI offers a comprehensive benefits package to support the well-being and professional growth of its employees. This includes medical, dental, and vision insurance plans, providing essential coverage for health and wellness. Employees are also eligible for 401(k) retirement plans, enabling long-term financial planning. Paid sick leave and other paid time off are available in accordance with applicable laws, promoting work-life balance. The organization values its employees and invests in their development, fostering an inclusive and supportive work environment that encourages continuous learning and career advancement.

Equal Opportunity

CAI is an equal opportunity employer committed to creating an inclusive workplace free from discrimination and harassment. The company does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. CAI actively promotes affirmative action to ensure fair employment practices across all levels of the organization. All employment decisions are based solely on valid job requirements, and the company strictly prohibits retaliation against anyone who objects to discrimination or participates in investigations related to equal employment opportunity laws. CAI values diversity and strives to provide a respectful environment where all individuals can thrive and succeed.