ASG Service Desk Analyst II

The ASG Service Desk Analyst II will serve as an ambassador and subject matter expert supporting all Service Desk activities including incident reporting, level L1/L2 technical support, troubleshooting, and problem resolution. They will be committed to developing and improving overall service desk functions. The Product & MSP Service Desk Team is responsible for incident and problem management related to the maintenance and support of SHI's Cloud computing platforms, providing a single view to the organization for Cloud customer technology related incidents. 

This position is required to report to the SHI HQ300 office location as determined by SHI management.   

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. 

Includes, but are not limited to:

• Actively managing responses to customers requiring technical assistance, assistance in customer retention, and improving customer service relationships.
• Regularly reviewing, implementing, and maintaining processes and procedures
• Acting as the bridge between engineers, architects, customers, vendor escalations, account, and cloud adoption teams.
• Identifying trends and delivering action plans for resolution.
• Acting as the point person for ticket review prior to escalation of complex incidents and requests.
• Assisting in the process of recruiting, interviewing, and hiring new employees.

• Minimum of 2 to 5 years working in a L2 Service Desk environment - preferably with a global organization.
• College degree or equivalent knowledge and work experience.
• Minimum 2 years of experience in the following areas:
• Windows, Linux server OS, Citrix.
• Datacenter hardware.
• Cloud-based productivity products.
• Networking - DNS, DNCP. IPV4, VOIP.
• Security – Firewall, Antivirus, Spam filtering.
• Internet technologies.
• Helpdesk ticketing system.
• Data backup and restore technologies

• Ability to research and resolve difficult and complex problems in cloud-based environments or Desktop as a Service.
• Flexibility to work various shifts to support 24x7 operations.

One or more certifications in any of the following areas:

• AWS Certification
• Microsoft Certification
• Google Certification
• Desktop as a Service - DaaS

• The estimated annual pay range for this position is $75,000 - $85,000 which includes a flat base salary. 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