Hotline: 678-408-1354

Desktop Support Analyst II

HEICO Corporation is a rapidly growing aerospace and electronics company focused on niche markets and cost-saving solutions for its customers. HEICO’s products are found in the most demanding applications requiring high-reliability parts and components, such as aircraft, spacecraft, defense equipment, medical equipment, and telecommunications systems. Through our Flight Support Group, we are: the world’s largest provider of commercial, non-OEM, FAA-approved aircraft replacement parts; a significant provider of aircraft accessories component repair & overhaul services for avionic, electro-mechanical, flight surface, hydraulic and pneumatic applications; a leader in niche aircraft parts distribution; and a manufacturer of other critical aircraft parts.

HEICO is recruiting for a Desktop Support Analyst II who will be responsible for analyzing, evaluating and resolving highly complex problems ranging from Windows Desktop software to Engineering/Business application support. The Desktop Support Analyst II ensures that incidents/problems and requests are resolved within the established Service Level Agreements (SLA’s). The Desktop Support Analyst II will support HQ Team Members as well as many of our field Team Members.

Responsibilities: Desktop Support Analyst II

  • Plans and delivers customer support services across multiple platforms, including installations, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
  • Help decrease the number of calls escalated to other areas by providing on demand assistance to the Support Analyst Level I staff.
  • 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).
  • Responsible for the administration, maintenance and contribution of the department Knowledge base.
  • Perform Root Cause Analysis (RCA) on all escalated calls.
  • Develop and administer desktop images to ensure consistency through the corporate environment.
  • Responsible for the creation, update and deployment of software and security application packages used to distribute and/or update applications throughout the corporate desktops.
  • Lead, plan and/or complete a range of Information Technology Projects.
  • Ensures constant follow-up is established with team members until issue is resolved or request is completed.
  • Ensures incident/problem escalation process is followed for incident/problem assignment to Next level and/or other departments.

Education: Desktop Support Analyst II

  • Associate degree in Computer Science or Management Information Systems or equivalent combination of experience and/or education

Bachelor’s degree in Computer Science or Management Information Systems is preferred

  • A+ and/or Network+ certification; MCP or MCSA preferred

Experience: Desktop Support Analyst II

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

Skills: Desktop Support Analyst II

  • Bilingual preferred (English/Spanish)
  • Software troubleshooting various Windows OS, Microsoft Outlook, MS Office

Software troubleshooting various engineering/business applications (Autocad, Imagesite, Progress, etc.)

  • Proven in Service Desk team environment; we use BMC FootPrints (similar to Remedy)
  • Hardware support of PC components (HD, Network Cards, CD Roms, etc.)
  • Familiar with Dell-IBM PCs/Laptops and HP Printers
  • Good time manager, organization strengths, problem solving ability and customer centric attitude

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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Contact Us

Eltas EnterPrises Inc.
3978 Windgrove Crossing
Suite 200A
Suwanee, Georgia
30024, USA
contact@eltasjobs.com

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