Service Desk Analyst II

Service Desk Analyst II

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

We are looking for a motivated Service Desk Analyst ready to take us to the next level! If you have 3+ years of experience in break-fix IT services, and are looking for your next career move, apply now.

We are looking for a Service Desk Analyst II to be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. This position will be a full-time contract and hybrid.

• Respond professionally and courteously to all service requests and inquiries from business entities
• Provide Level 2 technical support to over 14,500 staff using Dameware and remote desktop tools
• Monitor work queues and manage incidents by opening, updating, and closing tickets as needed
• Thoroughly document user requests and issues, including diagnostic steps and resolution details
• Act as the single point of contact for users of Information and Technology Services (ITS) and address questions or problems regarding services
• Install desktop hardware, peripherals, and printers
• Activate and manage cell phones and tablets using O365/MDM
• Install software packages as needed for individual users
• Use imaging software to expedite large equipment rollouts
• Keep system information up-to-date for asset tracking purposes
• Rotate on-call schedules with the rest of the team
• Manage the IT warehouse and enter asset information for new shipments
• Provide IT support for C-level executives and Directors
• Lift and move equipment weighing up to 50 lbs. and run cables under desks or furniture when required

Required:

• Bachelor's degree in a technical discipline
• 3+ years of experience in break-fix IT services
• Ability to diagnose and troubleshoot hardware and software-related issues
• Experience in MDM and O365 troubleshooting and user management
• Knowledge of data communication and network concepts, principles, and fundamentals
• Proficiency with LAN, WAN/MAN, data center networks, or wireless networks
• Strong customer service and communication skills
• Reliable transportation to support service calls in surrounding areas

Preferred:

• Strong aptitude or prior experience in building or supporting data networks
• Experience assisting C-level executives and Directors
• Great attitude and willingness to learn

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• May be required to lift equipment weighing up to 50 lbs. and perform physical tasks like running cables
• Sedentary work that involves sitting or remaining stationary most of the time with occasional movement required
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay rate for this position is $26.04 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.