Service Desk Analyst II

SHI International•Somerset, NJ

3d•$75,000 - $85,000•Hybrid

About The Position

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 $16 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. But the heartbeat of SHI is our employees – all 7,000 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. Job Summary 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

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 in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools.
Basic The ability to tackle problems by using a logical, systematic, sequential approach.
Basic Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize 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 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.
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

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.