Service Desk Analyst II

Service Desk Analyst II – SHI International Corp.

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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. Our employees – all 7,000 of them – are at the heart of everything we do.

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 a developing deeper technical specialization within the service desk environment. The 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…