Service Desk Analyst II

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: 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 growth opportunities, propose strategies, and take action without explicit instructions.
• Initiative: identify opportunities for improvement, propose solutions, and act without explicit instructions.
• Adaptability: adjust to changes in the work environment, manage multiple tasks, and handle uncertainty.
• Communication: effectively convey complex ideas and information and adapt communication style to the audience.
• Problem-Solving: identify problems, propose solutions, and take action to resolve them.
• Teamwork: work effectively in a team, contribute ideas and effort, and respect others' contributions.
• Time Management: manage time effectively and work toward improving prioritization and deadlines.
• Presenting: prepare and deliver presentations, address key points, and respond to questions clearly.

• Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
• Proficiency in creating structured frameworks for organizing and interpreting data.
• Experience in utilizing Microsoft Excel for data analysis, including formulas, pivot tables, and data visualization tools.
• Ability to tackle problems using a logical, systematic approach.
• Familiarity with SHI's Integration Center processes to navigate and utilize internal operations.
• 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, 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.

• Completed Bachelor's Degree in a related field, or relevant work experience required
• 3-6 years of experience in a similar role,…