Onsite IT Operations Specialist — Service Desk Pro

SHI International Corp; Austin (TX); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401K

Flexible spending

Job summary

SHI International Corp. in Austin, TX seeks an IT Operations Specialist to provide Level 1 support for end-users, hardware, software, and applications from our local office.

This onsite role emphasizes urgency, consistency, and growing technical specialization within the service desk. The ideal candidate will have 1–3 years in a similar role, a bachelor's degree or equivalent experience, and hands-on experience with Windows desktops and incident management tools such as ServiceNow, Remedy, or

Qualifications

• Bachelor’s degree or relevant work experience.
• 1–3 years in a similar IT support role.
• Flexible hours and on-site office presence.
• Experience with Windows desktop environments.
• Familiarity with incident and request management systems.

Responsibilities

• Respond to service requests and incidents from end-users.
• Diagnose and resolve issues using available documentation.
• Create, maintain, and improve support docs and knowledge base articles.
• Clearly communicate technical details, resolution steps, and escalation information to users.
• Provide in-depth troubleshooting and escalate complex issues according to procedures.
• Regularly meet or exceed ticket resolution and customer satisfaction targets.

Skills

Multi-Tasking

Organization

Self-Motivation

Initiative

Adaptability

Communication

Problem-Solving

Teamwork

Time Management

Presenting

Education

Bachelor's Degree in related field

Tools

ServiceNow

Remedy

Jira Service Desk

Job description

SHI International Corp. in Austin, TX seeks an IT Operations Specialist to provide Level 1 support for end-users, hardware, software, and applications from our local office.

This onsite role emphasizes urgency, consistency, and growing technical specialization within the service desk. The ideal candidate will have 1–3 years in a similar role, a bachelor's degree or equivalent experience, and hands-on experience with Windows desktops and incident management tools such as ServiceNow, Remedy, or