Service Desk Analyst

Req Number

R6989

Employment Type

Full time

Worksite Flexibility

Hybrid

Who We Are

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.

Job Summary

As a Service Desk Analyst, you will provide first-line support to users of CRM Dynamics 365, addressing inquiries and troubleshooting issues related to daily operations.

Job Description

We are looking for an experienced Service Desk Analyst to provide application support to end users, assisting users with their daily operations while providing exceptional customer service. This position will be contract (35-hour work week) and hybrid in Newark, NJ.

What You’ll Do

• Provide first-line support to users of CRM Dynamics 365, addressing inquiries and troubleshooting issues related to daily operations
• Assist customers with portal renewal registrations, ensuring a smooth and efficient process
• Maintain a friendly and professional demeanor while communicating with users, fostering positive relationships
• Collaborate with team members to share knowledge and strategies for resolving user issues
• Document user interactions and resolutions, contributing to a comprehensive knowledge base
• Manage multiple tasks efficiently in a fast-paced environment, prioritizing requests based on urgency
• Conduct basic training sessions for users on CRM functionalities and best practices
• Demonstrate independence in problem-solving while being a supportive team player
• Resolving help desk tickets for various computer and user-related issues
  
  

Required

What You’ll Need

• Minimum 4 years proven Help Desk experience, preferably in a CRM environment
• Minimum 4 years’ experience in Windows 10/11, including system navigation and troubleshooting
• Minimum 4 years’ experience in Microsoft Word and Excel
• Minimum 3 years’ experience in network troubleshooting and resolving connectivity issues
• Familiarity with CRM Dynamics 365 and its functionalities
• Strong troubleshooting skills and the ability to analyze and resolve user issues effectively
• Excellent communication skills, both verbal and written
• Detail-oriented with a focus on accuracy and quality in all tasks
• Ability to multitask and prioritize effectively in a dynamic environment
• A friendly, responsible attitude and a commitment to providing outstanding user support
  
  

Preferred

• Experience with Microsoft SharePoint Online
  
  

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.

$27.75 - $32.75 per hour

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.