SHI International
Help Desk Analyst
SHI International, Austin, Texas, us, 78716
Job SummaryThe Help Desk Analyst’s purpose is to provide a single point of contact for SHI’s end-user environment for information technology related problems. This position will be responsible for incident and problem management related to the maintenance and support.
The Help Desk Analyst will provide excellent customer service to SHI’s employees and apply necessary troubleshooting techniques to resolve technical issues.
This position reports into the Service Desk Manager. This position is required to report to the SHI Austin office location as determined by SHI management.
About Us
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 $14 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 6,000 of them.
If you join our team, you’ll enjoy:
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.
ResponsibilitiesInclude but not limited to:
Provide first line response via phone, email or incident management system for desk side and remote users requiring assistance with information technology issues within SHI.
Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.
Follow-up on open incidents and provide status updates and feedback to end users while incidents are being investigated.
Build and support end-user computers using disk imaging methods and customize systems
Organize and maintain hardware and spare parts inventory.
Troubleshoot network connectivity problems for both in-house and remote offices.
Troubleshoot software applications such as Microsoft Office 365, SharePoint, Adobe Acrobat, Skype, CRM, and various in-house Sales Tools.
Provide support for all Windows and Apple Desktop Operating Systems.
Support and advocate all security initiatives and policies.
Troubleshoot and help repair local and network printers.
Provide support for wireless LAN connectivity and smartphones.
Complete other tasks and projects as assigned by the Helpdesk Manager/Supervisor, including but not limited to moving computer equipment, configuring PC’s, and supporting special events such as a Sales Conferences or local Summits.
Qualifications
Associate degree from a Technical Institute or relevant work experience required
1-year experience troubleshooting computer systems, hardware, and software
Required Skills
Outstanding verbal and written communication skills
Excellent desk side and remote troubleshooting skills
Excellent organizational and time management skills
Strong analytical skills
Ability to work both independently and as a member of a team
Ability to work effectively within all levels of an organization, both internally and externally.
Ability to take initiative to research and resolve problems.
Ability to learn new concepts and processes quickly.
Ability to multitask and complete tasks with efficiency and accuracy
Ability to troubleshoot and resolve hardware issues
Must have excellent customer service skills
Must have excellent time management skills
Hardware break\fix repair abilities
Knowledge of Networking abilities
Knowledge of ITSM software (ServiceNow)
Knowledge of Windows 11
Knowledge of Apple OSX Versions
Preferred Skills:
2+ year experience in a Helpdesk or PC Support Role
CompTIA A+ and Network+ certification or equivalent knowledge
Microsoft MCP/MCITP/O365/Modern Desktop certification or equivalent knowledge
Microsoft Azure Fundamentals Certification or equivalent knowledge
Knowledge of MDM (JAMF Pro)
Certifications RequiredPreferred:
CompTIA A+ and Network+ certification or equivalent knowledge
AZ 800 and 900
MS 900 Fundamentals
Unique Requirements
Position requires the ability to move or lift up to 50lbs
Additional Information
The estimated annual pay range for this position is $38,000 - $50,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
The Help Desk Analyst will provide excellent customer service to SHI’s employees and apply necessary troubleshooting techniques to resolve technical issues.
This position reports into the Service Desk Manager. This position is required to report to the SHI Austin office location as determined by SHI management.
About Us
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 $14 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 6,000 of them.
If you join our team, you’ll enjoy:
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.
ResponsibilitiesInclude but not limited to:
Provide first line response via phone, email or incident management system for desk side and remote users requiring assistance with information technology issues within SHI.
Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.
Follow-up on open incidents and provide status updates and feedback to end users while incidents are being investigated.
Build and support end-user computers using disk imaging methods and customize systems
Organize and maintain hardware and spare parts inventory.
Troubleshoot network connectivity problems for both in-house and remote offices.
Troubleshoot software applications such as Microsoft Office 365, SharePoint, Adobe Acrobat, Skype, CRM, and various in-house Sales Tools.
Provide support for all Windows and Apple Desktop Operating Systems.
Support and advocate all security initiatives and policies.
Troubleshoot and help repair local and network printers.
Provide support for wireless LAN connectivity and smartphones.
Complete other tasks and projects as assigned by the Helpdesk Manager/Supervisor, including but not limited to moving computer equipment, configuring PC’s, and supporting special events such as a Sales Conferences or local Summits.
Qualifications
Associate degree from a Technical Institute or relevant work experience required
1-year experience troubleshooting computer systems, hardware, and software
Required Skills
Outstanding verbal and written communication skills
Excellent desk side and remote troubleshooting skills
Excellent organizational and time management skills
Strong analytical skills
Ability to work both independently and as a member of a team
Ability to work effectively within all levels of an organization, both internally and externally.
Ability to take initiative to research and resolve problems.
Ability to learn new concepts and processes quickly.
Ability to multitask and complete tasks with efficiency and accuracy
Ability to troubleshoot and resolve hardware issues
Must have excellent customer service skills
Must have excellent time management skills
Hardware break\fix repair abilities
Knowledge of Networking abilities
Knowledge of ITSM software (ServiceNow)
Knowledge of Windows 11
Knowledge of Apple OSX Versions
Preferred Skills:
2+ year experience in a Helpdesk or PC Support Role
CompTIA A+ and Network+ certification or equivalent knowledge
Microsoft MCP/MCITP/O365/Modern Desktop certification or equivalent knowledge
Microsoft Azure Fundamentals Certification or equivalent knowledge
Knowledge of MDM (JAMF Pro)
Certifications RequiredPreferred:
CompTIA A+ and Network+ certification or equivalent knowledge
AZ 800 and 900
MS 900 Fundamentals
Unique Requirements
Position requires the ability to move or lift up to 50lbs
Additional Information
The estimated annual pay range for this position is $38,000 - $50,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status