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SHI International Corp. · 3 days ago

Service Desk Analyst II

Somerset, NJ

Full-time

Hybrid

Mid Level

$75K/yr - $85K/yr

3+ years exp

SHI International Corp. is a global provider of IT solutions and services, committed to diversity and professional growth. The Service Desk Analyst II provides Level 1 and Level 2 technical support, managing service requests and incidents while contributing to documentation and mentoring junior staff.

HardwareInformation TechnologySoftware

Responsibilities

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

Qualification

Windows desktop supportIncident management systemsAnalytical skillsCloud productivity toolsNetworking conceptsData analysis with ExcelProfessional certificationsTechnical documentationCommunication skillsProblem-solvingTime managementTeamwork

Required

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

Minimum 2 years of experience in the following areas: Datacenter hardware

Minimum 2 years of experience in the following areas: Cloud-based productivity products

Minimum 2 years of experience in the following areas: Networking - DNS, DNCP. IPV4, VOIP

Minimum 2 years of experience in the following areas: Security – Firewall, Antivirus, Spam filtering

Minimum 2 years of experience in the following areas: Internet technologies

Minimum 2 years of experience in the following areas: Helpdesk ticketing system

Minimum 2 years of experience in the following areas: Data backup and restore technologies

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

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

Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred