Analyst, Service Desk

H.I.G. Capital•Coral Gables, FL

About The Position

H.I.G. Capital is seeking a Service Desk Analyst to join its IT team in a high-volume, fast-paced help desk environment. The role provides Tier 1 and Tier 2 technical support to users in the local office and remotely across global office locations. The ideal candidate is self-motivated, service-oriented, technically skilled, organized, positive, and able to work under deadline pressure while delivering excellent support to employees at all levels of the firm. The analyst resolves and documents incidents and service requests involving end-user hardware, software, Microsoft 365, mobile devices, identity and access, and related technologies. The role supports Microsoft cloud services and endpoint management, troubleshoots desktop, laptop, network, authentication, and access issues, assists with workstation deployment and computer imaging, maintains hardware asset records, and works with other global IT teams and external providers to resolve complex issues.

Requirements

Bachelor’s degree in Computer Science, Computer Information Systems, or a related field, or a high school diploma and equivalent relevant work experience.
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 Office 365 applications, including Outlook, Excel, Word, PowerPoint, and Teams.
Experience with Microsoft SCCM or Intune.
Understanding of Windows Server environments and 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 and 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 transitions toward cloud-based infrastructure and services.
Must be able to lift, carry, push, or pull up to 25 lbs.

Nice To Haves

Experience and familiarity with monitoring and alerting tools such as PRTG, WhatsUp Gold, or Logic Monitor.
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 involving end-user hardware, software, Microsoft 365, mobile devices, identity and access, and related technologies.
Document actions in the Service Desk application, including diagnostic and troubleshooting steps, resolution details, and escalations to global support teams or external service providers.
Provide Tier 1 and Tier 2 technical support to local office users and users 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 for 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.
Provide professional customer service to employees at all levels of the firm and keep users informed of ticket status and progress through resolution.
Provide 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, including 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 with Infrastructure, Engineering, Security Operations, and other global IT teams to escalate and resolve complex technical issues.