Help Desk Analyst

The 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.  

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. 

Include 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. 

• Associate degree from a Technical Institute or relevant work experience required
• 1-year experience troubleshooting computer systems, hardware, and software 

• 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) 

Preferred:

• CompTIA A+ and Network+ certification or equivalent knowledge
• AZ 800 and 900 
• MS 900 Fundamentals 

• Position requires the ability to move or lift up to 50lbs

• 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