Service Desk Analyst II

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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.

• Multi-Tasking:
  Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
• Organization:
  Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation:
  Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Initiative:
  Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
• Adaptability:
  Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
• Communication:
  Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Problem-Solving:
  Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Teamwork:
  Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
• Time Management:
  Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Presenting:
  Can prepare and deliver presentations, addressing key points and responding to questions with clarity.

• 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., Service Now, 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.

• Experience supporting cloud-based productivity tools such as Microsoft 365,…