Service Desk Analyst II

SHI International Corp.-posted 5 days ago
$75,000 - $85,000/Yr
Full-time • Mid Level
Hybrid • Austin, TX
5,001-10,000 employees
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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.

  • 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.
  • 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.
  • The ability to tackle problems by using a logical, systematic, sequential approach.
  • 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
  • One or more certifications in any of the following areas: AWS Certification Microsoft Certification Google Certification Desktop as a Service - DaaS
  • 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.
  • Health, wellness, and financial benefits to offer peace of mind to you and your family.
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