SHI International Corp.
Overview
Service Desk Analyst role at SHI International Corp. This position is hybrid in our Austin or New Jersey office, with in-office days Tuesday–Thursday and remote Monday/Friday. Job Summary
SHI has an exciting opportunity available on our IT Cloud Service Desk Operations Team. This team is responsible for incident and problem management related to the maintenance and support of SHI's Cloud Support customer environment, providing a single view to the organization for Cloud Customer technology-related incidents. We are looking for someone with excellent customer service/service desk skills, creative troubleshooting techniques, and a good working knowledge of desktop and laptop computer hardware and operating systems, network printers, mobile devices, and Office 365 product support. Candidate must also possess a genuine interest in a technical support services career. On-the-job training will be provided but the successful candidate will also be expected to learn quickly through independent study. Role Description
Provide first-line response for remote customers requiring assistance with information technology issues and problems within SHI's cloud support customer portfolio. Respond to requests for technical assistance by phone, email, or using the service desk management system. Enter and manage all incidents and problems in the incident management system and liaise between customers and technical escalation teams. Energetically follow up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated. Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows 10. Support multiple versions of Windows Operating Systems. Troubleshoot and support smartphone mobile applications. Provide support for AWS, Azure, O365, and Google Cloud account teams. Support projects assigned by the Service Desk Lead/Supervisor. Behaviors and Competencies
Multi-Tasking: Identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions. Organization: Prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities. Self-Motivation: Identify growth opportunities, propose self-improvement strategies, and take action without explicit instructions. Initiative: Identify opportunities for improvement, propose solutions, and take action without explicit instructions. Adaptability: Adjust to changes in the work environment, manage multiple tasks, and handle uncertainty. Communication: Effectively communicate complex ideas and information, and adapt communication style to the audience. Problem-Solving: Identify problems, propose solutions, and take action to resolve them without explicit instructions. Teamwork: Work effectively in a team, contribute ideas, and respect others' contributions. Time Management: Use time effectively and work toward improving task prioritization and deadline management. Presenting: Prepare and deliver presentations, address key points, and respond to questions with clarity. Skill Level Requirements
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic The ability to tackle problems using a logical, systematic, sequential approach. - Basic Other Requirements
Completed Bachelor's Degree in a related field, or relevant work experience required. 2+ years of experience working in a Service Desk environment, preferably with a global organization. Excellent working knowledge of computer systems, hardware, and software. Experience supporting and troubleshooting Azure Active Directory, Office 2016, Office 365, mobile Office 365, Outlook/Exchange, and Windows 10. Must be able to work various shifts to support 24 by 7 by 365 operations. Must be able to participate in on-call rotation. Compensation and Benefits
The estimated annual pay range for this position is $50,000 - $65,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity
EEO statement: M/F/Disability/Protected Veteran Status. About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services. Over 17,000 Organizations Worldwide rely on SHI’s Concierge Approach to Help Them Solve What’s Next. The heartbeat of SHI is our employees—all 6,000 of them. If you join our team, you’ll enjoy: Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at SHI International Corp. by 2x Sign in to set job alerts for “Service Desk Analyst” roles.
Somerset, NJ 2 weeks ago Somerset, NJ 2 weeks ago IT Service Desk Analyst II (On-site) - Dayton, NJ South Brunswick, NJ 3 months ago Information Technology Service Desk Manager Pennington, NJ 1 week ago I.T. Workstation Support Intern - Summer 2026 Analog Darkroom Technical Support - Temporary We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Service Desk Analyst role at SHI International Corp. This position is hybrid in our Austin or New Jersey office, with in-office days Tuesday–Thursday and remote Monday/Friday. Job Summary
SHI has an exciting opportunity available on our IT Cloud Service Desk Operations Team. This team is responsible for incident and problem management related to the maintenance and support of SHI's Cloud Support customer environment, providing a single view to the organization for Cloud Customer technology-related incidents. We are looking for someone with excellent customer service/service desk skills, creative troubleshooting techniques, and a good working knowledge of desktop and laptop computer hardware and operating systems, network printers, mobile devices, and Office 365 product support. Candidate must also possess a genuine interest in a technical support services career. On-the-job training will be provided but the successful candidate will also be expected to learn quickly through independent study. Role Description
Provide first-line response for remote customers requiring assistance with information technology issues and problems within SHI's cloud support customer portfolio. Respond to requests for technical assistance by phone, email, or using the service desk management system. Enter and manage all incidents and problems in the incident management system and liaise between customers and technical escalation teams. Energetically follow up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated. Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows 10. Support multiple versions of Windows Operating Systems. Troubleshoot and support smartphone mobile applications. Provide support for AWS, Azure, O365, and Google Cloud account teams. Support projects assigned by the Service Desk Lead/Supervisor. Behaviors and Competencies
Multi-Tasking: Identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions. Organization: Prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities. Self-Motivation: Identify growth opportunities, propose self-improvement strategies, and take action without explicit instructions. Initiative: Identify opportunities for improvement, propose solutions, and take action without explicit instructions. Adaptability: Adjust to changes in the work environment, manage multiple tasks, and handle uncertainty. Communication: Effectively communicate complex ideas and information, and adapt communication style to the audience. Problem-Solving: Identify problems, propose solutions, and take action to resolve them without explicit instructions. Teamwork: Work effectively in a team, contribute ideas, and respect others' contributions. Time Management: Use time effectively and work toward improving task prioritization and deadline management. Presenting: Prepare and deliver presentations, address key points, and respond to questions with clarity. Skill Level Requirements
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic The ability to tackle problems using a logical, systematic, sequential approach. - Basic Other Requirements
Completed Bachelor's Degree in a related field, or relevant work experience required. 2+ years of experience working in a Service Desk environment, preferably with a global organization. Excellent working knowledge of computer systems, hardware, and software. Experience supporting and troubleshooting Azure Active Directory, Office 2016, Office 365, mobile Office 365, Outlook/Exchange, and Windows 10. Must be able to work various shifts to support 24 by 7 by 365 operations. Must be able to participate in on-call rotation. Compensation and Benefits
The estimated annual pay range for this position is $50,000 - $65,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity
EEO statement: M/F/Disability/Protected Veteran Status. About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services. Over 17,000 Organizations Worldwide rely on SHI’s Concierge Approach to Help Them Solve What’s Next. The heartbeat of SHI is our employees—all 6,000 of them. If you join our team, you’ll enjoy: Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at SHI International Corp. by 2x Sign in to set job alerts for “Service Desk Analyst” roles.
Somerset, NJ 2 weeks ago Somerset, NJ 2 weeks ago IT Service Desk Analyst II (On-site) - Dayton, NJ South Brunswick, NJ 3 months ago Information Technology Service Desk Manager Pennington, NJ 1 week ago I.T. Workstation Support Intern - Summer 2026 Analog Darkroom Technical Support - Temporary We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr