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 Think of SHI as your personal technology concierge. It was founded in 1989, and is headquartered in Somerset, New Jersey, USA, with a workforce of 5001-10000 employees. Its website is http//www.shi.com. Company H1B Sponsorship SHI International Corp. has a track record of offering H1B sponsorships, with 1 in 2026. Please note that this does not guarantee sponsorship for this specific role. Apply To This Job