Senior Service Desk Analyst

Senior Service Desk Analyst Req number: R7778 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 a Senior Service Desk Analyst , you will deliver Level 1 support to end users in a healthcare environment while serving as a force multiplier for the broader Service Desk team. Job Description We are seeking a highly skilled and motivated Senior Service Desk Analyst to join our dynamic team. The position is a tenured, customer\-obsessed technical professional who delivers Level 1 support to end users in a healthcare environment while serving as a force multiplier for the broader Service Desk team. Reporting to the Service Desk Delivery Leader, the Senior Analyst handles the most complex incoming contacts, mentors junior agents, drives quality through call and ticket reviews, and champions knowledge management so the team can resolve more issues at first contact. This is a hands\-on senior individual contributor role for someone who takes pride in both technical excellence and elevating the people around them. This position will be full\-time and remote. Only work authorizations that will not require sponsorship now or in the future will be considered. What You’ll Do End\-User Support \& Technical Resolution: * Provide Level 1 technical support via phone, chat, email, and ticket — performing diagnostics, troubleshooting, and resolving issues with accuracy and a strong customer service orientation * Resolve account and access issues including password resets, account unlocks, and Active Directory administration tasks * Handle escalated and complex contacts that junior agents cannot resolve, driving them to closure or routing to the appropriate next level of support with thorough documentation * Demonstrate advanced working knowledge of customer\-specific clinical and healthcare IT applications, including the Epic platform, to resolve issues at first contact whenever possible * Ensure every contact is properly recorded, categorized, documented, and closed in the ITSM platform in line with documented procedures and security protocols Team Support, Coaching \& Quality: * Mentor and coach Service Desk Agents on both technical troubleshooting and customer service skills, modeling the standards CAI is known for * Conduct regular call and ticket quality reviews, score interactions against quality criteria, and deliver actionable, developmental feedback to agents * Serve as a real\-time floor resource — answering