Help Desk Analyst

SHI International Corp. is a global provider of IT solutions and services, and they are seeking a Help Desk Analyst to provide Level 1 technical support to end-users. The role involves managing service requests and incidents, troubleshooting technical issues, and maintaining support documentation.

Responsibilities

• Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support
• Independently interpret, diagnose, and resolve technical issues using available documentation and resources
• Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions
• Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed
• Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures
• Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics
• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions
• Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions
• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions
• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others
• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management
• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity

Skills

• Completed Bachelor's Degree in a related field, or relevant work experience required
• 1-3 years of experience in a similar role
• Proficiency in supporting Windows desktop environments and basic server-side troubleshooting
• Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk)
• Strong analytical and problem-solving skills for diagnosing and resolving technical issues
• 1-3 years of experience in corporate communications preferred
• Ability to work flexible hours

Benefits

• Medical
• Vision
• Dental
• 401K
• Flexible spending

Company Overview

Company H1B Sponsorship