Firm Overview
H.I.G. Capital is a leading global private equity investment firm with $70 billion of assets under management with a focus on the mid cap segment of the market. The H.I.G. family of funds includes private equity, growth equity, real estate, direct lending, special situation credit, and growth-stage healthcare. We focus on providing capital to businesses with attractive growth potential and align ourselves with committed management teams and entrepreneurs to help grow businesses of significant value. Our team of over 500 investment professionals has substantial operating, consulting, technology, and financial management experience, enabling us to contribute meaningfully to our portfolio companies. H.I.G. is based in Miami, with offices in Atlanta, Boston, Chicago, Los Angeles, New York, and San Francisco, and affiliate offices in Hamburg, London, Luxembourg, Madrid, Milan, and Paris in Europe as well as Bogotá, Rio de Janeiro, and São Paulo in Latin America, Dubai in the Middle East, and Hong Kong in Asia.
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.
Please note that this is an on-site role, and team members are expected to be 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 diagnostic, and troubleshooting steps performed, 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 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 ticket until they have agreed the resolution.
- Providing enhanced support for identified key leaders.
- Taking care of 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 similar degree or equivalent work experience required.
- 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 telecommunication devices.
- Exceptional communication skills - written and verbal.
- Ability to quickly learn new skills and technologies.
- Experience and familiarity with monitoring / alerting tools (i.e., PRTG, WhatsUp Gold, Logic Monitor, etc.).
- Enterprise AV / Endpoint Detection solutions (e.g., Bitdefender, Sophos, Trend, Cylance, CrowdStrike, etc.).
- Exposure to Cisco routers and switches and Fortinet firewalls.
- Must be able to lift, carry, push, or pull up to 25 lbs.
The salary range for the role is $110,000 - $120,000 per year.
