Support Center Analyst Level I at HEICO Aerospace in Hollywood, Florida

Job Description:

Full-Time
Experienced Non-Manager

HEICO Aerospace is seeking a Support Center Analyst I responsible for analyzing, evaluating and resolving highly complex problems ranging from Windows Desktop software to Engineering/Business Applications (e.g. Autocad, Imagesite, Progress, etc.) This personw ill act as the primary Customer Service interface/contact between Information Technology (IT) and HEICO team members. Provide high quality technical support and timely resolution to team member incidents, problems & requests. Study, analyze, evaluate and document current and projected computer-based applications, requests implementation and maintenance of revised or new systems as well as software maintenance/problem issues in order to ensure proper completion and/or resolution (Low to Medium Complexity)

Support Center Analyst - Responsibilities:

• Respond to all incidents, problems, requests and electronic contacts (e.g. Phone calls, Emails, Web requests, etc.) within the established Service Level Agreements (SLA's).


• Monitor and track incidents, problems and requests to ensure progress and accurate resolution.


• Work with other IT areas in order to maximize incident, problem, request resolution and meet SLA's.


• Perform root cause analysis and develop new resolutions to frequently occurring incidents and problems.


• Contribute to Knowledge base in order to aid the troubleshooting process and to avoid future incident/problem re-occurrence.


• Ensures escalation procedures are followed in order to expedite incident/problem resolution or request completion.


• Ensures constant follow-up is established with team members until issue is resolved or request is completed


• Document incidents/problems and requests with accurate and detail description.


• Cross-train with second level support in order to provide better incident/problem resolution.


• Provides constant follow-up on assignments and Email queues.

JOB QUALIFICATIONS

EDUCATION

• High School graduate (Associate degree preferred) or equivalent experience. Certified professional (A+ preferred).

EXPERIENCE

• Minimum of two years experience in a technical support environment, primarily technical phone support.

SPECIALIZED KNOWLEDGE OR ABILITIES

• Language: Bilingual preferred (English/Spanish)


• Computer Skills: Software: Experience knowledge of Windows XP/Vista 7, 8, 10, Outlook, MS Office, MDT/WDS, Ghost, Acronis, Macrium Reflect, HEAT, Crystal Reports, Active Directory, xchange, Basic Network Administration, and Engineering Applications/Platforms (e.g. Autocad, Imagesite, Progress, etc.)


• Hardware: Must have a good understanding of PC hardware components (HD, Network Cards, CD ROMs, etc.). Must be familiar with Dell-IBM PCs/Laptops and HP printers.