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 $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. 

Job Summary

SHI has an exciting opportunity available in our Enterprise Solutions Group as a Field Service Technician. This is a full-time position that requires the associate to report to customer headquarters daily and travel from the customer's office location to the various customer satellite sites within New Jersey and the surrounding area. The candidate must have reliable transportation. The Field Service Technician can expect service and repair tickets to be assigned daily. The Field Service Technician will then schedule service with the end user and travel to the site to resolve hardware and software issues. Work hours are Monday through Friday 8:30 AM – 5:30 PM local time.

Role Description

• Resolve hardware issues for desktops, laptops, and tablets within required service level

• Hardware includes Dell, Lenovo, HP and Microsoft

• Travel to customer sites when necessary

• Maintain SLA requirements

• Document assigned tickets with appropriate troubleshooting steps taken and resolution details

• Order and return defective PC parts to OEM as needed to meet required SLA’s

• Assist with PC Deployment projects as needed

• Applying image to new equipment and/or install software and other applications as needed

• Deploy desktop, laptop, or tablet to end user

• Complete data transfer from old PC to new PC

• Assist with DoD wiping, boxing, palletizing, and shrink wrap desktops, laptops and tablets for shipment

• Printer support

• Troubleshoot remotely

• Communicate resolutions to end user and other technicians

• Work on all IT projects as assigned by management

• Manage incoming calls from helpdesk and/or end users

• Respond to emails within reasonable time frames 

Behaviors and Competencies

• Teamwork: Can understand the importance of teamwork and is developing the ability to contribute effectively to team efforts.

• Self-Motivation: Can demonstrate a willingness to take on tasks and responsibilities independently when assigned.

• Initiative: Can demonstrate a willingness to take on new tasks and responsibilities when assigned.

• Time Management: Can understand the importance of time management and strives to prioritize tasks to meet deadlines.

• Critical Thinking: Can understand and identify the strengths and weaknesses of an argument.

• Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.

• Technical Expertise: Can understand the basic concepts in a technical area and seeks guidance when applying them.

• Willingness to Learn: Can demonstrate interest in learning new things and seeks opportunities for personal and professional development.

• Technical Troubleshooting: Can demonstrate a willingness to identify and address simple technical problems when they occur.

• Organization: Can maintain a clean and organized workspace and follow simple organizational systems when assigned.

• Multi-Tasking: Can demonstrate a willingness to take on multiple tasks and responsibilities when assigned.

• Customer Service: Can provide responsive and courteous assistance to customers.

Skill Level Requirements

• Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting. - Basic

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic

• Proficient in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic

• Ability to read and interpret technical instructions/manuals, troubleshooting guides, and manufacturer specifications - Basic

• Understanding of operating systems, boot processes and troubleshooting (Dell, Apple, HP, Lenovo, Cisco, etc...) - Basic

Other Requirements

• High School graduate

• A+ Certification or equivalent industry experience

• 2+ years experience in the IT Industry

• 2-4 years of solid desktop support experience 

• 1-3 years of computer refresh and deployment experience 

• Experience installing, configuring and supporting Windows OS

• Must have reliable transportation 

• Up to 75% travel

• Ability to lift 50 lbs

• ​Lifting of laptops and desktops daily

Preferred Skills

• Knowledge of ITSM software

• Knowledge of HP, Lenovo, Dell and Microsoft hardware

• Knowledge of various OEM part ordering process 

The estimated annual pay range for this position is $55,000 - $70,000 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