Service Desk Analyst II

SHI International Corp.; Austin (TX); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

401K

Flexible spending

Dental benefits

Vision benefits

Job summary

A leading technology firm in Austin is seeking a Service Desk Analyst II responsible for providing Level 1 and Level 2 technical support. The ideal candidate possesses 3-6 years of experience in a similar role and will thrive in a hybrid work environment. Responsibilities include resolving service requests, improving documentation, and mentoring junior analysts. A Bachelor's degree and various technical skills are required, with a salary ranging from $75,000 to $85,000 based on qualifications.

Qualifications

• 3-6 years of experience in a similar role, preferably with an MSP.
• Ability to work flexible hours.
• 2+ years in Windows, Linux server OS, Citrix, and Networking.

Responsibilities

• Respond to service requests and incidents from end-users.
• Independently interpret and resolve technical issues.
• Maintain support documentation and knowledge base articles.

Skills

Technical support

Analytical skills

Communication

Problem-solving

Time management

Education

Bachelor's degree in related field

Tools

ServiceNow

Microsoft Excel

Cloud productivity tools

Windows desktop environments

Job description

Join to apply for the Service Desk Analyst II role at SHI International Corp.

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.

Role Description

• 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.

Behaviors and Competencies

• Multi-Tasking: Identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
• Organization: Prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation: Identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Initiative: Identify opportunities for improvement, propose solutions, and take action without explicit instructions.
• Adaptability: Adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
• Communication: Effectively communicate complex ideas and information, and adapt communication style to the audience.
• Problem-Solving: Identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Teamwork: Work effectively in a team, contribute ideas and effort, and respect the contributions of others.
• Time Management: Use time effectively and work toward improving task prioritization and deadline management.
• Presenting: Prepare and deliver presentations, addressing key points and responding to questions with clarity.

Skill Level 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 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.

Preferred Skills

• 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.

Other 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
• 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

Additional Requirements

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

The base salary for this position is $75,000 - $85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status