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.
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.