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 firm’s 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 Bachelor’s 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 #J-18808-Ljbffr H.I.G. Capital
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