SHI International Corp.
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: 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 strategies, and take action without explicit instructions.
Initiative: identify opportunities for improvement, propose solutions, and act without explicit instructions.
Adaptability: adjust to changes in the work environment, manage multiple tasks, and handle uncertainty.
Communication: effectively convey complex ideas and information and adapt communication style to the audience.
Problem-Solving: identify problems, propose solutions, and take action to resolve them.
Teamwork: work effectively in a team, contribute ideas and effort, and respect others' contributions.
Time Management: manage time effectively and work toward improving prioritization and deadlines.
Presenting: prepare and deliver presentations, address key points, and respond to questions clearly.
Qualifications
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
Proficiency in creating structured frameworks for organizing and interpreting data.
Experience in utilizing Microsoft Excel for data analysis, including formulas, pivot tables, and data visualization tools.
Ability to tackle problems using a logical, systematic approach.
Familiarity with SHI's Integration Center processes to navigate and utilize internal operations.
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 for diagnosing and resolving technical issues.
Excellent communication skills with the ability to explain complex technical information to non-technical users.
Ability to work independently and proactively update or enhance documentation and support processes.
Effective time management and organizational skills in a fast-paced environment.
Preferred Skills
Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
Relevant professional certifications, such as CompTIA A+, Microsoft certified: Modern Desktop Administrator Associate, or ITIL Foundation.
Other Requirements
Completed Bachelor's Degree in a related field, or relevant work experience required
3-6 years of experience in a similar role, preferably with an MSP
1-3 years of experience with Power Query, VBA, or similar automation language
Ability to work flexible hours
Minimum 2 years of experience in the following areas:
Windows, Linux server OS, Citrix.
Datacenter hardware.
Cloud-based productivity products.
Networking - DNS, DNCP. IPV4, VOIP.
Security – Firewall, Antivirus, Spam filtering.
Internet technologies.
Helpdesk ticketing system.
Data backup and restore technologies
Certifications
AWS Certification
Microsoft Certification
Google Certification
Desktop as a Service - DaaS
Compensation & Benefits The base salary for this position is $75,000 - $85,000. 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 Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
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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: 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 strategies, and take action without explicit instructions.
Initiative: identify opportunities for improvement, propose solutions, and act without explicit instructions.
Adaptability: adjust to changes in the work environment, manage multiple tasks, and handle uncertainty.
Communication: effectively convey complex ideas and information and adapt communication style to the audience.
Problem-Solving: identify problems, propose solutions, and take action to resolve them.
Teamwork: work effectively in a team, contribute ideas and effort, and respect others' contributions.
Time Management: manage time effectively and work toward improving prioritization and deadlines.
Presenting: prepare and deliver presentations, address key points, and respond to questions clearly.
Qualifications
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
Proficiency in creating structured frameworks for organizing and interpreting data.
Experience in utilizing Microsoft Excel for data analysis, including formulas, pivot tables, and data visualization tools.
Ability to tackle problems using a logical, systematic approach.
Familiarity with SHI's Integration Center processes to navigate and utilize internal operations.
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 for diagnosing and resolving technical issues.
Excellent communication skills with the ability to explain complex technical information to non-technical users.
Ability to work independently and proactively update or enhance documentation and support processes.
Effective time management and organizational skills in a fast-paced environment.
Preferred Skills
Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
Relevant professional certifications, such as CompTIA A+, Microsoft certified: Modern Desktop Administrator Associate, or ITIL Foundation.
Other Requirements
Completed Bachelor's Degree in a related field, or relevant work experience required
3-6 years of experience in a similar role, preferably with an MSP
1-3 years of experience with Power Query, VBA, or similar automation language
Ability to work flexible hours
Minimum 2 years of experience in the following areas:
Windows, Linux server OS, Citrix.
Datacenter hardware.
Cloud-based productivity products.
Networking - DNS, DNCP. IPV4, VOIP.
Security – Firewall, Antivirus, Spam filtering.
Internet technologies.
Helpdesk ticketing system.
Data backup and restore technologies
Certifications
AWS Certification
Microsoft Certification
Google Certification
Desktop as a Service - DaaS
Compensation & Benefits The base salary for this position is $75,000 - $85,000. 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 Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr