Global Service Desk Analyst – Windows, Azure & 365

H.I.G. Capital; Coral Gables (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

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

You will deliver Tier 1/2 support for end-user hardware, software, and cloud services, while documenting steps and escalating to global teams as needed. The ideal candidate will have strong Windows 11 troubleshooting, experience with Azure/Entra ID, and hands-on Microsoft 365 administration.

Qualifications

• Bachelor’s degree in Computer Science, Computer Information Systems, or related field, or equivalent work experience.
• Strong hands-on experience supporting Windows 11 in an enterprise environment.
• Hands-on admin experience with Microsoft Azure and Entra ID (users, groups, devices, authentication, access).
• Hands-on admin experience with Microsoft 365 including Teams, SharePoint, OneDrive, Exchange Online.
• Hands-on experience administering Microsoft Intune (enrollment, configs, policies, deployments).
• Experience troubleshooting Office 365 apps (Outlook, Excel, Word, PowerPoint, Teams).
• Familiarity with SCCM or Intune and Windows Server environments.
• Strong networking troubleshooting across wired/wireless, VPN, firewall, and related tech.
• Excellent written and verbal communication with ability to document actions clearly.

Responsibilities

• Resolve incidents and service requests related to end-user hardware, software, Microsoft 365, mobile devices, identity/access, and related technologies.
• Document all actions in the Service Desk ticketing system, including diagnostics, resolutions, and escalations to global teams.
• Provide Tier 1 and Tier 2 support to local office users and remote offices globally.
• Troubleshoot Windows 11, Microsoft 365 apps, network connectivity, authentication, and access issues.
• Administer and support Microsoft cloud services (Azure, Entra ID, Teams, SharePoint Online, OneDrive, Intune).
• Assist with workstation provisioning, imaging, deployment, and device replacement; maintain hardware asset records.
• Remotely access corporate IT assets to troubleshoot and support users; maintain professional service delivery.

Skills

Windows 11 support

Azure & Entra ID admin

Microsoft 365 admin

Intune admin

Network troubleshooting

Customer service

Documentation

Remote support

Team collaboration

Communication

Education

Bachelor’s degree in Computer Science

High school diploma with equivalent experience

Tools

Microsoft Azure

Microsoft Entra ID

Microsoft 365 Admin Center

SharePoint Online

OneDrive

Teams

Intune

SCCM

Job description

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

You will deliver Tier 1/2 support for end-user hardware, software, and cloud services, while documenting steps and escalating to global teams as needed. The ideal candidate will have strong Windows 11 troubleshooting, experience with Azure/Entra ID, and hands-on Microsoft 365 administration.