IT Helpdesk Support Analyst

Req number: R8669

Employment type: Full time

Worksite flexibility: Remote

Who we are

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

As an IT Helpdesk Support Analyst, you will provide Level 1 technical support for hotel properties and corporate users, ensuring timely resolution of everyday IT issues related to Microsoft 365, cloud-based applications, desktop environments, user accounts, and end-user technologies. You will serve as a primary point of contact for technical assistance, delivering exceptional customer service while maintaining operational continuity across multiple locations.

Job Description

We are seeking an experienced IT Helpdesk Support Analyst to provide front-line technical support for a multi-site environment consisting of hotel properties and corporate users.

The successful candidate will be responsible for troubleshooting technical issues, managing user accounts, supporting Microsoft 365 environments, resolving desktop and application concerns, and ensuring a positive end-user support experience. This role requires strong communication skills, excellent troubleshooting abilities, and a commitment to working in a night shift environment supporting US-based operations.

What You'll Do

• Provide Level 1 support for over 40 hotel properties and corporate office users
• Respond to user inquiries and technical issues through phone, email, ticketing systems, and virtual meetings
• Diagnose and troubleshoot hardware, software, application, and connectivity issues
• Escalate complex issues to appropriate support teams when necessary
• Maintain detailed and accurate documentation of incidents, requests, and resolutions
• Support Microsoft 365 password resets and Multi-Factor Authentication (MFA) enrollments
• Manage user accounts, including account creation, modification, disabling, permissions management, and password resets
• Support mailbox management and email distribution list maintenance
• Assist users with Microsoft 365 applications and access-related concerns
• Utilize Microsoft 365 Admin Center for user administration activities
• Provide support for cloud-based Property Management System (PMS) password resets
• Assist users with accessing and navigating the Property Management System
• Troubleshoot login and authentication issues
• Support printing, browser access, and internet-related concerns
• Ensure users maintain uninterrupted access to essential business applications
• Provide desktop support utilizing ManageEngine Endpoint Central
• Troubleshoot printers, Microsoft Office applications, and workstation-related issues
• Support endpoint configurations and basic software troubleshooting
• Assist users with hardware and peripheral-related concerns
• Ensure systems are functioning effectively and efficiently
• Utilize ManageEngine ServiceDesk Plus for incident and request management
• Monitor ticket queues and ensure timely response and resolution
• Follow established service management processes and procedures
• Maintain service desk documentation and knowledge resources
• Deliver excellent customer service and user communication throughout the support process

What You'll Need

Required:

• Minimum of 5 years of experience in an IT Helpdesk, Service Desk, or Technical Support role
• Experience providing direct end-user support within a business environment
• Strong troubleshooting and analytical skills with the ability to identify root causes before implementing solutions
• Experience supporting Microsoft 365 environments
• Experience performing password resets and MFA enrollments
• Experience managing user accounts, permissions, and access controls
• Experience managing mailboxes and email distribution lists
• Experience supporting cloud-based applications
• Basic understanding of Active Directory environments
• Basic understanding of Microsoft 365 Admin Center, including hybrid environments
• Experience supporting desktop operating systems, Microsoft Office applications, printers, and peripheral devices
• Experience working with ticketing systems and service management tools
• Strong verbal and written communication skills
• Ability to support users through phone, remote sessions, and virtual meetings
• Willingness to work permanent night shifts
• Willingness to work weekends as required
• Highly reliable with strong attendance and schedule adherence
• Self-motivated with the ability to work independently and take initiative

Preferred:

• Experience with ManageEngine Endpoint Central
• Experience with ManageEngine ServiceDesk Plus
• Experience working within a Managed Service Provider (MSP) environment
• Experience supporting hospitality or hotel operations
• Experience supporting multi-site environments
• Familiarity with cloud-based Property Management Systems

Physical Demands

Ability to safely and successfully perform the essential job functions. 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.