Service Desk Analyst

Job Summary

SHI has an exciting opportunity available on our IT Cloud Service Desk Operations Team. This team is responsible for incident and problem management related to the maintenance and support of SHI's Cloud Support customer environment, providing a single view to the organization for Cloud Customer technology-related incidents. 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, mobile devices, and Office 365 product support. 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.

This position is a remote position with Home Office setup 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. 

Responsibilities

Includes, but are not limited to:

• Provide first-line response for remote customers requiring assistance with information technology issues and problems within SHI’s    Cloud Support customer portfolio.
• Respond to requests for technical assistance by phone, email, or using the Service Desk management system.
• Enter and manage all incidents and problems in the incident management system and liaise 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
• Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows10.
• Support multiple versions of Windows Operating Systems.
• Troubleshoot and Support smartphone mobile applications.
• Provide support for AWS, Azure, O365, and Google Cloud account teams.
• Support projects as assigned by the Service Desk Lead/Supervisor.

Qualifications

• Minimum of 2 to 5 years working in a Service Desk environment - preferably with a global organization.
• College degree or equivalent knowledge and work experience.
• Excellent working knowledge of computer systems, hardware, and software.
• Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, and Windows 10.
• Experience with AWS or Google cloud-based productivity products.
• Must be able to work various shifts to support 24 by 7 by 365 operations.
• Must participate in on-call rotation.

Required Skills

• Ability to research and resolve difficult and complex problems in cloud-based environments or on a desktop as a service.
• Excellent communication and 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.
• Flexibility to work various shifts to support 24x7 operations.

Certifications Required

One or more certifications in any of the following areas:

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

Unique Requirements

• This position is 1st Shift, Hours: Monday - Friday, 8AM - 5PM, 9AM - 6PM, 10AM - 7PM, or 11AM - 8PM Eastern.

Additional Information

• The estimated annual pay range for this position is $50,000 - $75,000 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