IT Helpdesk Support Analyst

IT Helpdesk Support Analyst
Req number:
R8669
Employment type:
Full time
Worksite flexibility:
RemoteWho 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.