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 $16 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 7,000 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.
This position is an onsite position based out of our Austin, TX office.
Role Description
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.
Behaviors and Competencies
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.
Skill Level Requirements
Proficiency in supporting Windows desktop environments and basic server-side troubleshooting. - Basic
Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk). - Basic
Strong analytical and problem-solving skills for diagnosing and resolving technical issues. - Basic
Other Requirements
Completed Bachelor's Degree in a related field, or relevant work experience required
1-3 years of experience in a similar role
1-3 years of experience in corporate communications preferred
Ability to work flexible hours
The estimated annual pay range for this position is $55,000 - $65,000 which includes a 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
Skills Required
- Bachelor's degree in a related field or relevant work experience
- 1-3 years of experience in a similar role
- Proficiency supporting Windows desktop environments and basic server-side troubleshooting
- Experience with incident and request management systems such as ServiceNow, Remedy, or Jira Service Desk
- Strong analytical and problem-solving skills for diagnosing and resolving technical issues
- Ability to work flexible hours
- 1-3 years of experience in corporate communications
SHI International Corp. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SHI International Corp. and has not been reviewed or approved by SHI International Corp..
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Healthcare Strength — Feedback suggests the medical, dental, vision, and pharmacy offerings are comprehensive, with multiple plan options, telemedicine access, and solid ancillary coverage.
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Wellbeing & Lifestyle Benefits — Feedback suggests onsite fitness centers, wellness programs that can reduce premiums, and discounts/purchase programs provide meaningful lifestyle support.
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Strong & Reliable Incentives — Feedback suggests commission structures in sales and premium totals in certain technical presales roles create notable upside potential for strong performers.
SHI International Corp. Insights
What We Do
Think of SHI as your personal technology concierge. We connect your team with the IT solutions and services you need to support your organizational growth and employee experience. Whether you’re building a modern hybrid workplace, defending against an evolving threat landscape, making the cloud work harder for you, or searching for ways to optimize your software portfolio, our friendly 6,000-person team is ready to solve what’s next for your organization. Our in-house data center integration, device configuration, and deployment and license advisory services, plus our top-tier status with vendors and flexible financing make life simpler for IT decision makers. Execute your IT vision with stress-free, scalable solutions you – and your people – will love. SHI is proud to be the largest Minority/Woman Owned Business Enterprise (MWBE) in the United States.
