HEICO ยท 2 months ago
IT Support Specialist I
Hollywood, FL
Full-time
Onsite
Entry Level
2+ years expHEICO Corporation is a leader in providing innovative products and services to the aviation, defense, space, and electronic industries. The IT Support Specialist serves as the first line of support for Team Members, delivering high-quality technical support and managing IT issues effectively.
AerospaceElectronicsManufacturing
Responsibilities
Respond to all incidents, problems, and service requests through approved channels (e.g., ServiceNow, email, Teams chat, phone) within defined Service Level Agreements (SLAs)
Provide Tier 1 support for desktops, laptops, mobile devices, and applications across Windows, macOS, and iOS platforms
Monitor and manage tickets in the IT Service Management (ITSM) platform, ensuring accurate logging, classification, and resolution tracking
Collaborate with higher-tier support teams to escalate and resolve complex issues
Perform preliminary root cause analysis and contribute to problem management efforts by identifying patterns in recurring issues
Create, maintain, and enhance knowledge articles in the Knowledge Base to support self-service and improve first-contact resolution rates
Follow established incident escalation and notification procedures to ensure timely resolution and stakeholder awareness
Maintain proactive and consistent communication with end users until the issue is resolved or request fulfilled
Document all troubleshooting steps, findings, and final resolutions in ticketing system with detailed accuracy
Participate in cross-training opportunities with Tier 2 support teams to broaden technical skill sets
Monitor email queues and ticket assignments regularly to ensure timely responses and prevent SLA breaches
Qualification
Required
High School Diploma or GED
Minimum of two years in an IT support or technical help desk environment, including phone-based support
Strong experience with modern Windows operating systems (Windows 10/11) and Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)
Solid understanding of desktop, laptop, and peripheral hardware
Experience supporting network-connected printers and MFPs (e.g., HP, Xerox)
Basic understanding of wired and wireless network troubleshooting (TCP/IP, DNS, DHCP, VPN)
Preferred
Associate degree in Information Technology or a related field
Industry certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation
Experience with remote support tools and enterprise IT environments
Bilingual in English and Spanish
Familiarity with macOS and iOS for enterprise support
Experience using endpoint management and deployment tools (e.g., Microsoft Intune, Autopilot)
Experience with installing and configuring Security applications
Proficiency in cloud-based collaboration and productivity platforms (Microsoft 365)
Experience with ServiceNow
Exposure to identity and access management tools (e.g., Azure AD, SSO solutions)
Benefits
Competitive compensation
Paid vacation and holidays
An excellent 401K plan with company match
Medical, dental, life, and disability insurance
Company
HEICO
Heico is an aerospace, industrial, defense, and electronics company.
10001+ employees
H1B Sponsorship
HEICO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2022 (1)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown1994-01-03IPO
Leadership Team
Adam Bentkover
Vice President of Acquisitions
Recent News
2025-12-24
StreetInsider.com
2025-12-22
Investor's Business Daily
2025-12-21
Company data provided by crunchbase