Computer Aid, Inc.

Service Desk Analyst II

Location US-DE-Wilmington
Employment Type
Experience Level
Mid Level

Position Description/Responsibilities (CCC/Vendor)

Help Desk Analyst II


We are looking for a customer service oriented Help Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. A Help Desk Analyst II (HDA II) is responsible for providing phone-based help desk support to our customers by applying technical knowledge and customer service skills. This position will require a degree of technical aptitude. The goal is to make sure that customer value is maintained to the standards set forth by the customer.

Position Requirements/Technical Skills (CCC/Vendor)

Provide general IT end-user support including:

  • Resetting passwords
  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure of all records
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Experience using OS commands, such as ipconfig, gpupdate/gpresult, ping/tracert to troubleshoot PC problems
  • Experience using Win7 and 10 control panel apps to investigate and understand hardware, install drivers, troubleshoot issues, etc.
  • Experience using Active Directory Users and Computers to create and administer domain objects and security groups
  • Experience using Microsoft Exchange to create and administer mailboxes, calendars, and distribution groups
  • Basic knowledge of IP addressing and computer networking, including wireless networks
  • Experience with VPN and MFA
  • Computer imaging and parts replacement
  • Mobile device support
  • Remote diagnosis tools such as Aternity
  • Experience supporting Branch Check Imaging software/hardware (Check21)
  • Experience supporting basic A/V system components (projectors)

Position Requirements/Technical Skills


  • 2 to 4 years experience in technical support or help-desk role
  • Excellent customer service skills
  • Strong troubleshooting and documentation skills; Solution driven and detail oriented
  • Strong attention to detail and strong communication skills (both written and oral)
  • Excellent work ethic


Company Overview (CCC Only)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries.  Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.  

CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.

Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. 

CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.


For more information on our professionals, services, and industries we support, please see our website

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