Support Center Analyst Level I at HEICO Aerospace

Posted in Other 8 days ago.

Location: Hollywood, Florida

Job Description:

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.



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


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


  • 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.