Global IT Service Desk Analyst (Tier 1–2 Support)

102 H.I.G. Capital Management, LLC

Coral Gables (FL)

On-site

USD 55,000 - 85,000

Full time

7 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

H.I.G. Capital is seeking a Service Desk Analyst to join the IT team in a high-volume, fast-paced help desk environment.

The ideal candidate is self-motivated, service-oriented, and has sharp technical skills with strong organizational abilities. You will provide Tier 1 and 2 support for local and global offices, handling end-user hardware, software, and Microsoft 365 services while maintaining excellent customer communication.

Qualifications

Bachelor’s degree in Computer Science, Computer Information Systems, or a related field.
Strong hands-on experience supporting and troubleshooting Microsoft Windows 11 in an enterprise environment.
Hands-on administrative experience with Microsoft Azure and Microsoft Entra ID, including users, groups, devices, authentication, access, and related identity services.
Hands-on administrative experience with Microsoft 365, including Microsoft Teams, SharePoint Online, OneDrive, and Exchange Online/Outlook.
Hands-on experience administering Microsoft Intune, including endpoint enrollment, configuration profiles, compliance policies, application deployment, and device troubleshooting.
Experience troubleshooting Microsoft Office365 applications, including Outlook, Excel, Word, PowerPoint, and Teams.
Microsoft SCCM or Intune.
Understanding of Windows Server environments and the ability to troubleshoot common server-related issues.
Strong troubleshooting skills across wired and wireless networks, VPN/SASE connectivity, firewalls, and telecommunications technologies.
Exceptional written and verbal communication skills.
Strong organizational skills with the ability to manage multiple incidents and service requests in a high-volume environment.
Ability to independently troubleshoot problems, identify root causes, and determine when escalation is required.
Ability and willingness to quickly learn new technologies as the firm continues its transition toward cloud-based infrastructure and services.
Experience and familiarity with monitoring / alerting tools (i.e. PRTG, WhatsUp Gold, Logic Monitor, etc.).
Familiarity with enterprise endpoint security and Endpoint Detection and Response technologies, such as Microsoft Defender for Endpoint and CrowdStrike.

Responsibilities

Resolve incidents and service requests associated with end-user hardware, software, Microsoft 365, mobile devices, identity/access, and related technologies.
Document all actions within the Service Desk application, including diagnostic and troubleshooting steps, resolution details, and high-quality escalations to appropriate global support teams or external service providers when required.
Provide Tier 1 and Tier 2 technical support to users in the local office and remotely across global office locations.
Troubleshoot enterprise desktop and laptop hardware, Windows 11, Microsoft 365 applications, network connectivity, authentication, and access-related issues.
Provide support and administration within the Microsoft cloud environment, including Microsoft Azure, Microsoft Entra ID, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft Intune.
Assist with troubleshooting wired and wireless network connectivity, collaboration technologies, and other office technology as required.
Provide exceptional customer service and interact professionally with employees at all levels of the firm.
Keep users informed of ticket status and progress through resolution.
Providing enhanced support for identified key leaders.
Maintain accurate hardware asset records, including device assignments, changes, and returns.
Assist with workstation provisioning, configuration, deployment, and replacement.
Hands on experience with computer imaging.
Remotely access corporate IT assets to provide support and troubleshoot issues.
Support and administer corporate mobile devices and mobile device management policies.
Work closely with Infrastructure, Engineering, Security Operations, and other global IT teams to elevate and resolve complex technical issues.