Technical Support Specialist

CAI is a renowned global services firm with over 9,000 associates worldwide and generating annual revenues exceeding $1.3 billion. With a legacy of more than 40 years, CAI has demonstrated excellence in uniting talent and technology to enable transformative outcomes for clients, colleagues, and communities alike. As a privately held company, CAI enjoys the autonomy to prioritize doing what is right, going above and beyond to deliver tailor-made solutions that create lasting results across both the public and commercial sectors. The firm is recognized as a pioneer in embracing neurodiversity within enterprise environments, promoting inclusivity and innovative approaches in the workplace.

The role offered is that of a Technical Support Specialist, a full-time hybrid position based in Coopersburg, Pennsylvania. This role is designed for professionals who excel in resolving escalated technical issues through advanced troubleshooting and research. As a critical link between Level 1 Service Desk support and advanced technical teams, the Technical Support Specialist works to ensure employee productivity by delivering rapid and effective solutions to complex IT problems. The position involves providing Level 1.5 support across various environments including network, server, application, desktop, and mobile/desk phones, handling escalated tickets, and facilitating process improvements that enhance early resolution rates.

This specialist will manage access requests such as those involving SharePoint and mobile device setups, perform Active Directory administration tasks, support multi-factor authentication (MFA) Level 1.5 requests, and deliver Enterprise Resource Planning (ERP) support related to E1 and SAP systems. The role emphasizes collaboration with other IT teams, such as Applications, Incident Management, and Problem Management, to advance systemic resolutions and continuous process optimization. By adhering to strict procedural and security standards, utilizing the ServiceNow ITSM platform, and participating in ongoing training and quality improvement initiatives, the Technical Support Specialist plays a pivotal role in maintaining IT service excellence within CAI.

Candidates are expected to bring at least two years of experience in IT service desk or technical support roles with hands-on troubleshooting exposure and strong communication skills. Preference is given to those familiar with ITIL frameworks, ServiceNow ITSM, and ERP system support. This role is ideal for individuals seeking a structured and metrics-driven environment where they can contribute meaningfully to advancing technology support and service delivery. Importantly, only candidates who do not require sponsorship now or in the future will be considered for this opportunity. The salary for this position starts at $40,000 annually, with compensation varying based on factors such as location, experience, and education. CAI offers comprehensive benefit packages including medical, dental, and vision insurance, 401k retirement account access, and paid time off benefits, underscoring its commitment to a supportive and inclusive workplace.