Technical Support Specialist

Technical Support Specialist

Req number:

R8105

Employment type:

Full time

Worksite flexibility:

Hybrid

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 Technical Support Specialist, you will resolve escalated tickets through advanced troubleshooting and research.

Job Description

We are looking for a Technical Support Specialist to resolve tickets escalated by Level 1 support, performing advanced research and troubleshooting and actively driving “shift-left” so more issues can be resolved earlier and faster. The Technical Support Specialist works closely with the Level 1 Service Desk team, escalating L2/L3 support technicians, and the CAI Service Delivery Leader to protect employee productivity by delivering swift, effective resolution of technical issues. This position will be full‑time and hybrid in Coopersburg, PA.

Only candidates not requiring sponsorship now or in the future will be considered.

What You’ll Do

• Provide Level 1.5 support across network, server, application, desktop, and desk/mobile phone environments via phone and email as needed

• Resolve Service Desk tickets forwarded by Level 1 before they are escalated to onsite Level 2 support technicians

• Perform access-related requests such as SharePoint access and mobile device setup for new phones and users

• Perform advanced research and troubleshooting when Level 1 cannot quickly identify a solution, serving as the escalation avenue

• Log and track all contacts and document all actions taken for each situation within the ServiceNow ITSM platform

• Handle Active Directory requests such as name changes and directory information updates

• Support MFA L1.5 requests by adhering to documented standards

• Provide ERP support such as E1/SAP-related items

• Assist with basic asset support via remote setup and configuration for new devices

• Identify and recommend shift-left opportunities where Level 1 could troubleshoot and resolve more items

• Support the documentation and process standardization needed to move tasks from Level 2 to Level 1.5 and, ultimately, to Level 1

• Contribute to and actively utilize client knowledge base and knowledge management processes to speed resolution

• Partner with ancillary IT teams — such as Applications, Incident Management, and Problem Management — to drive systemic resolution and process improvement

• Adhere to documented procedures, security protocols, and ITSM best practices

• Follow CAI Service Desk identity-verification standards, including defined verification steps, disengage scripts, and escalation paths

• Complete quarterly client security-protocol training and participate in simulated social-engineering readiness exercises

• Support quality objectives through call, email, and ticket reviews and ongoing coaching

What You'll Need

Required:

• 2+ years of experience in an IT Service Desk or technical support role, with exposure to escalated/Level 1.5 or Level 2 troubleshooting

• Hands-on troubleshooting experience across network, server, application, desktop, and mobile/desk phone environments

• Experience with Active Directory administration (e.g., name changes, AD security groups, account and directory updates)

• Familiarity with access management tasks such as SharePoint access and mobile device provisioning

• Experience with ITSM ticketing platforms

• Working knowledge of ITSM frameworks (ITIL)

• Strong analytical and problem-solving skills, with the ability to perform independent research and know when to escalate

• Excellent written and verbal communication skills

• Demonstrated ability to work effectively in a remote, metrics-driven environment

• Availability to work Monday through Friday 8:00 AM – 5:00 PM EST

Preferred:

• ServiceNow ITSM experience

• ITIL Foundation certification

• Exposure to ERP support (E1/SAP or similar)

Physical Demands

• Ability to safely and successf