{"id":2418768,"url":"https://alion.io/job/cai-it-helpdesk-support-analyst","title":"IT Helpdesk Support Analyst","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":34000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T05:17:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"IT Helpdesk Support AnalystReq number:\nR8669Employment type:\nFull timeWorksite flexibility:\nRemoteWho we are\nCAI 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.\nJob Summary\nAs 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\nWe 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.\nThe 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.\nWhat You'll Do\nProvide Level 1 support for over 40 hotel properties and corporate office users\nRespond to user inquiries and technical issues through phone, email, ticketing systems, and virtual meetings\nDiagnose and troubleshoot hardware, software, application, and connectivity issues\nEscalate complex issues to appropriate support teams when necessary\nMaintain detailed and accurate documentation of incidents, requests, and resolutions\nSupport Microsoft 365 password resets and Multi-Factor Authentication (MFA) enrollments\nManage user accounts, including account creation, modification, disabling, permissions management, and password resets\nSupport mailbox management and email distribution list maintenance\nAssist users with Microsoft 365 applications and access-related concerns\nUtilize Microsoft 365 Admin Center for user administration activities\nProvide support for cloud-based Property Management System (PMS) password resets\nAssist users with accessing and navigating the Property Management System\nTroubleshoot login and authentication issues\nSupport printing, browser access, and internet-related concerns\nEnsure users maintain uninterrupted access to essential business applications\nProvide desktop support utilizing ManageEngine Endpoint Central\nTroubleshoot printers, Microsoft Office applications, and workstation-related issues\nSupport endpoint configurations and basic software troubleshooting\nAssist users with hardware and peripheral-related concerns\nEnsure systems are functioning effectively and efficiently\nUtilize ManageEngine ServiceDesk Plus for incident and request management\nMonitor ticket queues and ensure timely response and resolution\nFollow established service management processes and procedures\nMaintain service desk documentation and knowledge resources\nDeliver excellent customer service and user communication throughout the support process\nWhat You'll Need\nRequired:\nMinimum of 5 years of experience in an IT Helpdesk, Service Desk, or Technical Support role\nExperience providing direct end-user support within a business environment\nStrong troubleshooting and analytical skills with the ability to identify root causes before implementing solutions\nExperience supporting Microsoft 365 environments\nExperience performing password resets and MFA enrollments\nExperience managing user accounts, permissions, and access controls\nExperience managing mailboxes and email distribution lists\nExperience supporting cloud-based applications\nBasic understanding of Active Directory environments\nBasic understanding of Microsoft 365 Admin Center, including hybrid environments\nExperience supporting desktop operating systems, Microsoft Office applications, printers, and peripheral devices\nExperience working with ticketing systems and service management tools\nStrong verbal and written communication skills\nAbility to support users through phone, remote sessions, and virtual meetings\nWillingness to work permanent night shifts\nWillingness to work weekends as required\nHighly reliable with strong attendance and schedule adherence\nSelf-motivated with the ability to work independently and take initiative\nPreferred:\nExperience with ManageEngine Endpoint Central\nExperience with ManageEngine ServiceDesk Plus\nExperience working within a Managed Service Provider (MSP) environment\nExperience supporting hospitality or hotel operations\nExperience supporting multi-site environments\nFamiliarity with cloud-based Property Management Systems\nPhysical Demands\nAbility to safely and successfully perform the essential job functions \nSedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc. \nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\nReasonable accommodation statement\nIf 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  (888) 824 - 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