Support Engineer

Service Desk Analyst II

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

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. But the heartbeat of SHI is our employees – all 7,000 of them.

If you join our team, you’ll enjoy the following benefits.

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World‑class facilities and the technology you need to thrive – in our offices or yours.

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 hybrid role is based in Austin or New Jersey, with 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 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, contributing ideas and effort, and respecting 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.

• 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 – Basic
• Proficiency in supporting Windows desktop environments and basic server‑side troubleshooting.
• Experience with incident and request…