Technical Support Analyst

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 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.

Job Summary

Job Description

We are seeking a highly skilled Technical Support Analyst to join our IT team. This position will be full-time, onsite, and is a contract position.

What You'll Do

• Provide first-line and second-line technical support for end users by diagnosing and resolving hardware, software, network connectivity, and system access issues

• Respond to, document, track, and prioritize support requests while ensuring timely resolution and excellent customer service

• Install, configure, maintain, and troubleshoot desktop and laptop computers, printers, mobile devices, peripheral equipment, and related technologies

• Support local area networks (LAN), wide area networks (WAN), VPN connectivity, Internet/Intranet services, and secure remote access solutions

• Assist with the installation, configuration, testing, and maintenance of servers, network devices, and enterprise applications

• Coordinate with business stakeholders to understand technology needs and recommend appropriate hardware, software, and support solutions

• Deploy, configure, and support specialized business applications and operational software

• Conduct end-user training and provide guidance on hardware, software, and technology best practices

• Maintain accurate records of support activities, asset inventory, device configurations, user profiles, and technical documentation

• Assist with technology asset management, including receiving, inventory tracking, deployment, and lifecycle management of hardware and software

• Create and maintain technical procedures, knowledge base articles, training materials, and support documentation

• Collaborate with cross-functional IT teams to support infrastructure initiatives, technology upgrades, and continuous improvement efforts

What You'll Need

Required:

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent combination of education and experience

• 2+ years of experience providing technical support, help desk, desktop support, or IT customer support services

• Experience troubleshooting and supporting Windows-based desktop and laptop environments

• Knowledge of computer hardware, operating systems, software applications, printers, and peripheral devices

• Experience supporting network connectivity, VPN access, and basic LAN/WAN environments

• Ability to diagnose technical issues, evaluate solutions, and independently resolve problems

• Strong customer service and stakeholder management skills with a focus on delivering high-quality support

• Excellent verbal and written communication skills

• Strong organizational skills and attention to detail

• Ability to manage multiple priorities and work effectively in a fast-paced environment

Preferred:

• Experience supporting Microsoft 365, Active Directory, and enterprise collaboration tools.

• Experience with server administration, network devices, and virtualization technologies

• Knowledge of IT asset management, inventory tracking, and documentation practice

• Familiarity with IT service management (ITSM) tools and ticketing systems

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local…