IT Operations Specialist

SHI International Corp. • Austin, TX

1d • $55,000 - $65,000 • Hybrid

About The Position

The IT Operations Specialist provides Level 1 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 a hybrid position out of our Austin, TX office.

Requirements

• Proficiency in supporting Windows desktop environments and basic server-side troubleshooting.
• Basic Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk).
• Basic Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
• Completed Bachelor's Degree in a related field, or relevant work experience required
• 1-3 years of experience in a similar role
• Ability to work flexible hours

Nice To Haves

• 1-3 years of experience in corporate communications preferred

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.

Benefits

• medical
• vision
• dental
• 401K
• flexible spending
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree