Help Desk Analyst

Job Summary:

This is a full-time on-site Help Desk Specialist role located in Boca Raton, FL at AE Industrial Partners, LP. The Help Desk Analyst will be responsible for providing technical support, help desk support, troubleshooting, and assistance with company equipment. Providing employees with best-in-class customer service will be a major component of this position.

Essential Duties/Responsibilities:

Provide technical support

•  Respond to inbound employee queries related to software, hardware, or network issues.
• Troubleshoot and resolve technical problems, including those related to operating systems, applications, or hardware devices.

Customer Interaction:

• Communicate effectively and professionally with customers or employees to understand the nature of technical issues.
• Diagnosing and solving technical issues, ensuring customer satisfaction.
• Escalate unresolved problems to higher-level technical teams when needed.

System Monitoring & Maintenance:

• Monitor system performance and proactively identify potential issues before they escalate.
• Perform routine checks and updates to ensure all systems and applications are up to date.

Onboarding and training

• Provide basic technical training and guidance to customers or employees on common software and hardware usage.
• Assist in onboarding new employees by setting up necessary IT equipment and accounts.

Required Skills/Abilities:

• Experience in technical support or help desk role (1-2 years minimum).
• Strong understanding of computer hardware, software, and networking basics.
• Proficiency with operating systems (Windows 10 & 11, macOS).
• Knowledge of common business software (e.g., Microsoft Office Suite, email clients).
• Excellent communication and customer service skills.
• Ability to troubleshoot and resolve technical issues promptly.
• Familiarity with ticketing systems or support management software.

Education and Qualifications:

• IT certifications (CompTIA A , Microsoft Certified Professional, etc.).
• Experience with remote troubleshooting tools and software.
• Knowledge of Cybersecurity best practices.

Physical Requirements:

This position is on site, 5 days a week, in our Boca Raton Office. Professional office environment. Some travel may be required. 

AE Industrial Partners, LP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.