Service Desk Analyst II

SHI International Corp. • Austin, TX

155d • $75,000 - $85,000

About The Position

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.

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.
• Minimum 2 years of experience in the following areas: Windows, Linux server OS, Citrix, Datacenter hardware, Cloud-based productivity products, Networking - DNS, DHCP, IPV4, VOIP, Security – Firewall, Antivirus, Spam filtering, Internet technologies, Helpdesk ticketing system, Data backup and restore technologies.

Nice To Haves

• 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.
• One or more certifications in any of the following areas: AWS Certification, Microsoft Certification, Google Certification, Desktop as a Service - DaaS.

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.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401K
• Flexible spending

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees