Role Description 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. 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 questions, handling escalations, and providing in-the-moment guidance to keep the team moving. - Support the onboarding and ramp of new agents, ensuring they are set up for success and producing quality work as quickly as possible. - Ensure technical and process training is delivered in a timely manner and that agents have the knowledge they need to perform. - Service Delivery & Performance Insight: - Understand and help the team meet account-level SLA/SLO commitments and key performance indicators including First Level Resolution (FLR), Customer Satisfaction (CSAT), Average Handle Time (AHT), and abandon rates. - Monitor phone and ticket queues throughout the day to ensure work is being handled without unnecessary delay and surface coverage gaps to the Delivery Leader. - Monitor team schedule adherence and flag accuracy or coverage issues to the Delivery Leader. - Perform trend analysis on incoming contacts, identify recurring incident patterns, and keep peers and leadership informed of trends, significant problems, and unexpected delays. - Attend daily stand-ups and operational reviews to share Service Desk insights and escalate tickets that require additional process clarification. - Participate in after hours, on-call as needed. - Knowledge, Process & Continuous Improvement: - Review, approve, and publish knowledge base articles for clarity, repeatability, and alignment with best practices — driving accuracy and adoption across the team. - Recommend procedure modifications and process improvements that reduce handle time, improve resolution rates, and elevate the overall end-user experience. - Assist in evaluating and rolling out new tools, automations, and processes — including AI-driven service desk capabilities and virtual agents. - Preserve and grow personal knowledge of Service Desk procedures, supported products, and the scope and terms of the customer contract. - Contribute to or lead small infrastructure-support projects as needed, partnering with other senior team members across platforms and topics. Qualifications - 3–5 years of experience in a Service Desk or technical support role, with demonstrated tenure at a senior or lead level. - Experience supporting end users in a healthcare environment. - Hands-on experience supporting the Epic platform in a clinical or healthcare IT environment. - Active Directory administration experience including account management, password resets, and group membership. - Proficient working knowledge of Microsoft desktop operating systems, plus desktop and laptop hardware support. - Working understanding of LAN/WAN technologies and protocols. - Experience with ticketing and ITSM platforms — ServiceNow experience strongly preferred. - Familiarity with ITIL service management practices. - Strong troubleshooting, technical writing, and documentation skills. - Excellent customer service, written, and verbal communication skills — equally effective with end users, peers, and senior team members. - Demonstrated ability to work independently in a remote, metrics-driven environment and to anticipate, plan, and prioritize varying workload levels. - Willingness to work occasional extended hours, including evenings or weekends, to support service delivery needs. - High School diploma or GED required. Preferred - Degree in Information Systems, Computer Science, or equivalent experience. - Working knowledge of virtualization technologies (VMware, Citrix). - Familiarity with AI-driven service desk tools, virtual agents, or automation technologies. - ITIL Foundation certification preferred. 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. Benefits - Medical, dental, and vision insurance. - 401k retirement account access. - Paid time off. - Paid sick leave and/or other paid time off as provided by applicable law. Company Description 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.