ASG Service Desk Analyst II
SHI International Corp.
- Austin, TX
- $75,000-85,000 per year
- Permanent
- Full-time
- 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.
- Actively managing responses to customers requiring technical assistance, assistance in customer retention, and improving customer service relationships.
- Regularly reviewing, implementing, and maintaining processes and procedures
- Acting as the bridge between engineers, architects, customers, vendor escalations, account, and cloud adoption teams.
- Identifying trends and delivering action plans for resolution.
- Acting as the point person for ticket review prior to escalation of complex incidents and requests.
- Assisting in the process of recruiting, interviewing, and hiring new employees.
- Minimum of 2 to 5 years working in a L2 Service Desk environment - preferably with a global organization.
- College degree or equivalent knowledge and work experience.
- Minimum 2 years of experience in the following areas:
- Windows, Linux server OS, Citrix.
- Datacenter hardware.
- Cloud-based productivity products.
- Networking - DNS, DNCP. IPV4, VOIP.
- Security – Firewall, Antivirus, Spam filtering.
- Internet technologies.
- Helpdesk ticketing system.
- Data backup and restore technologies
- Ability to research and resolve difficult and complex problems in cloud-based environments or Desktop as a Service.
- Flexibility to work various shifts to support 24x7 operations.
- AWS Certification
- Microsoft Certification
- Google Certification
- Desktop as a Service - DaaS
- The estimated annual pay range for this position is $75,000 - $85,000 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