SHI International
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Service Desk Analyst II
role at
SHI International Corp. About the Company Since 1989, SHI International Corp. has helped organizations change the world through technology. Were a $15 billion global provider of IT solutions and services with over 17,000 organizations relying on SHIs concierge approach. SHI employees drive the heartbeat of the company. We offer a diverse and inclusive culture, opportunities for professional growth and leadership, health and financial benefits, and world-class facilities or remote technology to support your work. Overview
The Service Desk Analyst II provides both Level 1 and Level 2 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and are developing a deeper technical specialization within the service desk environment. This position is hybrid in our Austin or New Jersey office, Tuesday-Thursday in office and Monday and Friday remote. Responsibilities
Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support. Independently interpret, diagnose, and resolve technical issues using available documentation and resources. Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions. Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed. Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures. Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics. Participate in special projects, rollouts, and departmental initiatives as assigned by management. Mentor and assist junior analysts and new team members, sharing knowledge and best practices. Behaviors and Competencies
Multi-Tasking Organization Self-Motivation Initiative Adaptability Communication Problem-Solving Teamwork Time Management Presenting Skill Level Requirements
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels - Basic Proficiency in creating structured frameworks for organizing and interpreting data - Basic Experience with Microsoft Excel for data analysis (formulas, pivot tables, data visualization) - Basic Ability to tackle problems with a logical, systematic approach - Basic Familiarity with SHI's Integration Center processes and internal operations (preferred) - Basic Proficiency in supporting Windows desktop environments and basic server-side troubleshooting Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk) Strong analytical and problem-solving skills Excellent communication skills for conveying technical information to non-technical users Ability to work independently and proactively improve documentation and support processes Effective time management and organizational skills in a fast-paced environment Preferred Skills
Experience with cloud-based productivity tools (e.g., Microsoft 365, Google Workspace) Basic networking, security concepts, and remote access (VPN, MFA) Relevant certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator Associate, ITIL Foundation) Other Requirements
Bachelors degree in a related field or relevant work experience 3-6 years of experience in a similar role, preferably within an MSP 1-3 years of experience with Power Query, VBA, or similar automation Ability to work flexible hours Minimum 2 years of experience in the following areas:
Windows and Linux server OS, Citrix Datacenter hardware Cloud-based productivity products Networking DNS, IPv4, VOIP Security Firewall, Antivirus, Spam filtering Internet technologies Helpdesk ticketing system Data backup and restore technologies
Additional Requirements
One or more certifications in AWS, Microsoft, Google, or Desktop as a Service (DaaS) Compensation and Benefits
The base salary for this position is $75,000$85,000. Compensation is based on knowledge, skills, experience, and market location. Benefits may include medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity
EEO statements: M/F/Disability/Protected Veteran Status. Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting Any referrals may increase your chances of interviewing. Get notified about new Service Desk Analyst jobs in Austin, TX. #J-18808-Ljbffr
Service Desk Analyst II
role at
SHI International Corp. About the Company Since 1989, SHI International Corp. has helped organizations change the world through technology. Were a $15 billion global provider of IT solutions and services with over 17,000 organizations relying on SHIs concierge approach. SHI employees drive the heartbeat of the company. We offer a diverse and inclusive culture, opportunities for professional growth and leadership, health and financial benefits, and world-class facilities or remote technology to support your work. Overview
The Service Desk Analyst II provides both Level 1 and Level 2 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and are developing a deeper technical specialization within the service desk environment. This position is hybrid in our Austin or New Jersey office, Tuesday-Thursday in office and Monday and Friday remote. Responsibilities
Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support. Independently interpret, diagnose, and resolve technical issues using available documentation and resources. Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions. Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed. Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures. Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics. Participate in special projects, rollouts, and departmental initiatives as assigned by management. Mentor and assist junior analysts and new team members, sharing knowledge and best practices. Behaviors and Competencies
Multi-Tasking Organization Self-Motivation Initiative Adaptability Communication Problem-Solving Teamwork Time Management Presenting Skill Level Requirements
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels - Basic Proficiency in creating structured frameworks for organizing and interpreting data - Basic Experience with Microsoft Excel for data analysis (formulas, pivot tables, data visualization) - Basic Ability to tackle problems with a logical, systematic approach - Basic Familiarity with SHI's Integration Center processes and internal operations (preferred) - Basic Proficiency in supporting Windows desktop environments and basic server-side troubleshooting Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk) Strong analytical and problem-solving skills Excellent communication skills for conveying technical information to non-technical users Ability to work independently and proactively improve documentation and support processes Effective time management and organizational skills in a fast-paced environment Preferred Skills
Experience with cloud-based productivity tools (e.g., Microsoft 365, Google Workspace) Basic networking, security concepts, and remote access (VPN, MFA) Relevant certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator Associate, ITIL Foundation) Other Requirements
Bachelors degree in a related field or relevant work experience 3-6 years of experience in a similar role, preferably within an MSP 1-3 years of experience with Power Query, VBA, or similar automation Ability to work flexible hours Minimum 2 years of experience in the following areas:
Windows and Linux server OS, Citrix Datacenter hardware Cloud-based productivity products Networking DNS, IPv4, VOIP Security Firewall, Antivirus, Spam filtering Internet technologies Helpdesk ticketing system Data backup and restore technologies
Additional Requirements
One or more certifications in AWS, Microsoft, Google, or Desktop as a Service (DaaS) Compensation and Benefits
The base salary for this position is $75,000$85,000. Compensation is based on knowledge, skills, experience, and market location. Benefits may include medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity
EEO statements: M/F/Disability/Protected Veteran Status. Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting Any referrals may increase your chances of interviewing. Get notified about new Service Desk Analyst jobs in Austin, TX. #J-18808-Ljbffr