SHI International Corp.

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Help Desk Analyst

at SHI International Corp.

Posted: 10/13/2019
Job Reference #: 3498

Job Description

  • Job LocationsUS-TX-Austin
    Requisition ID
    Information Technology
  • About SHI

    Innovative Solutions. World Class Support.

    Constantly growing in response to the needs of our customers in all sectors and verticals, SHI has transformed itself from a $1 million "software-only" regional reseller into a $10 billion global provider of information technology products and services.

    From software and hardware procurement to deployment planning, configuration, data center optimization, IT asset management and cloud computing, SHI offers custom IT solutions for every aspect of your environment.

    Privately-held and under the guidance of our current ownership since 1989, SHI has experienced tremendous growth in size and scope through neither merger nor acquisition. Our organic growth and two decades of stability are a direct result of backing a highly-skilled and tenured sales force with software volume licensing experts, hardware procurement specialists and certified IT services professionals.

    Headquartered in Somerset, NJ, SHI supports their clients from over 30 offices throughout the U.S., Canada, the U.K., Germany, France and Hong Kong. SHI’s goal is to foster long-term, mutually-beneficial relationships with its customers and partners, every day.

    What SHI Can Offer:

    • World Class Facility includes on site gyms, restaurants and community events
    • Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
    • Work in an up-beat, creative, and fun environment
    • Benefits, include medical, vision, dental, 401K, and flexible spending

    Job Summary

    SHI has an exciting opportunity available on our IT Operations Helpdesk Team in Austin TX. This team is responsible for incident and problem management related to the maintenance and support of SHI’s desktop end-user environment, providing a single view to the organization for information technology related problems. We are looking for someone with excellent customer service/service desk skills, creative troubleshooting techniques, and a good working knowledge of desktop and laptop computer hardware and operating systems, network printers, and mobile devices. Candidate must also possess a genuine interest in a technical support services career. On-the-job training will be provided but the successful candidate will also be expected to learn quickly through independent study.

    Responsibilities/Job Function

    Responsibilities include but are not limited to:
    • Provide first line response for desk side and remote users requiring assistance with information technology issues and problems within SHI. Respond to requests for technical assistance by phone, email, or using the helpdesk management system.
    • Manage all incidents and problems in the ServiceDesk Portal and act as a liaison between customers and technical escalation teams.
    • Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
    • Build and support end-user computers using disk-imaging methods and customize systems as required.
    • Maintain and manage hardware and spare parts inventory.
    • Troubleshoot network connectivity problems for both in-house and remote offices.
    • Troubleshoot software applications such as Microsoft Office 2013-2016, O365, SharePoint, Adobe Acrobat, Skype, CRM, and various in-house Sales Tools.
    • Support all Windows and Apple Desktop Operating Systems.
    • Troubleshoot and repair printers-local and network.
    • Support wireless LAN connectivity and smart phones as required.
    • Other duties and projects as assigned by the Helpdesk Manager/Supervisor may include moving computer equipment, configuring PC’s, and supporting special events such as a Sales Conference.

    Qualifications/Minimum Skills Required


    Completed Associate degree
    1-2 years professional experience in a help desk support capacity

    Required Skills:

    • Outstanding communication skills
    • Excellent deskside and remote troubleshooting skills
    • Excellent organizational and time management skills
    • Ability to work both independently and as a member of a team
    • Initiative to research and resolve problems.
    • Excellent working knowledge of computer systems, hardware, and software
    Preferred Skills:
    • CompTIA A+ and Network+ certification or equivalent knowledge and experience
    • Microsoft MCP/MCITP certification or equivalent knowledge
    Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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