Service Desk Analyst

SHI International•Austin, TX

5d•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. 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
1-3 years of experience in corporate communications preferred
Ability to work flexible hours

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.