Job Description

Overview

Analyst, Service Desk role at H.I.G. Capital. This is an on-site role in San Francisco.

Role Overview

We are seeking a talented, customer-focused, and highly motivated Service Desk Analyst to join our IT team in our San Francisco office. The ideal candidate is an energetic self-starter with strong organizational skills who thrives in a fast-paced, high-volume help desk environment. This individual should demonstrate a positive, can-do attitude, a strong work ethic, and a commitment to delivering exceptional service. A desire to learn, grow, and collaborate effectively as part of a team is essential. This is an on-site role with team members in the office five days per week.

Role Responsibilities

• Resolving incidents and service requests associated with end-user software, PC hardware, and mobile technologies.
• Documenting all actions on the ticket in the Service Desk application, detailing diagnostics, troubleshooting steps, and the resolution; where necessary, providing high-quality escalations to Global support groups or external service organizations.
• Provide Tier 1-2 level service to all users in the local office and remote support for all branch locations.
• Troubleshooting enterprise desktop PC and laptop hardware issues.
• Excellent customer service skills. Requires regular interaction with employees at all levels of the company.
• Keeping customers informed on progress of their tickets until they have agreed the resolution.
• Providing enhanced support for identified key leaders.
• Managing the firms hardware assets by timely and accurate recording of all asset assignments.
• Assisting with PC builds and configuration.
• Hands-on experience with computer imaging.
• Remote access IT assets to provide support or troubleshoot issues.
• Administer mobile device management.

Requirements & Qualifications

• Bachelors degree in Computer Science, Computer Information Systems, or a similar degree or equivalent work experience.
• Expert in Microsoft Windows 10 / 11 issues.
• Experience with Microsoft Office 365 suite of products (Outlook, Excel, Word, PowerPoint, etc.).
• Microsoft 365 support and configuration.
• Microsoft SCCM or Intune.
• Understanding of Windows Server OS and ability to troubleshoot and correct problems.
• Experience with VMware.
• Troubleshooting skills with wireless and wired networks, firewall and telecommunications devices.
• Exceptional communication skills written and verbal.
• Ability to quickly learn new skills and technologies.
• Experience and familiarity with monitoring/alerting tools (e.g., PRTG, WhatsUp Gold, Logic Monitor).
• Enterprise AV / Endpoint Detection solutions (e.g., Bitdefender, Sophos, Trend, Cylance, CrowdStrike).
• Exposure to Cisco routers and switches and Fortinet firewalls.
• Must be able to lift, carry, push, or pull up to 25 lbs.

Compensation

Salary range for the role is $110,000 - $120,000 per year.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Venture Capital and Private Equity Principals

Job Tags

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