Analyst, Service Desk

H.I.G. Capital is a leading global private equity investment firm with $75 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.

We are seeking a Service Desk Analyst to join the IT team in a high-volume, fast-paced help desk environment. The ideal candidate is a self-motivated, service-oriented professional with sharp technical skills, strong organizational skills, and a positive, can-do attitude. This person thrives under deadline pressure, takes pride in delivering excellent support to employees at all levels of the firm, and is eager to learn and contribute as part of a team.

• Resolve incidents and service requests associated with end-user hardware, software, Microsoft 365, mobile devices, identity/access, and related technologies.
• Document all actions within the Service Desk application, including diagnostic and troubleshooting steps, resolution details, and high-quality escalations to appropriate global support teams or external service providers when required.
• Provide Tier 1 and Tier 2 technical support to users in the local office and remotely across global office locations.
• Troubleshoot enterprise desktop and laptop hardware, Windows 11, Microsoft 365 applications, network connectivity, authentication, and access-related issues.
• Provide support and administration within the Microsoft cloud environment, including Microsoft Azure, Microsoft Entra , Microsoft Teams, SharePoint Online, One Drive, and Microsoft Intune.
• Assist with troubleshooting wired and wireless network connectivity, collaboration technologies, and other office technology as required.
• Provide exceptional customer service and interact professionally with employees at all levels of the firm.
• Keep users informed of ticket status and progress through resolution.
• Providing enhanced support for identified key leaders.
• Maintain accurate hardware asset records, including device assignments, changes, and returns.
• Assist with workstation provisioning, configuration, deployment, and replacement.
• Hands on experience with computer imaging.
• Remotely access corporate IT assets to provide support and troubleshoot issues.
• Support and administer corporate mobile devices and mobile device management policies.
• Work closely with Infrastructure, Engineering, Security Operations, and other global IT teams to elevate and resolve complex technical issues.

• Bachelor’s degree in Computer Science, Computer Information Systems, or a related field; or a high school diploma and equivalent relevant work experience.
• Strong hands-on experience supporting and troubleshooting Microsoft Windows 11 in an enterprise environment.
• Hands-on administrative experience with Microsoft Azure and Microsoft Entra , including users, groups, devices, authentication, access, and related identity services.
• Hands-on administrative…