IT Support Specialist I

IT Support Specialist

For more than 65 years, HEICO Corporation has thrived by serving niche segments of the aviation, defense, space and electronic industries by providing innovative and cost-saving products and services. HEICO's high energy culture focuses our Team Members' on providing high quality products and services to our customer base. Our leadership approach creates a dynamic environment that continually challenges our Team Members to perform at their best. For four consecutive years, Forbes Magazine ranked HEICO as one of the 200 "Best Small Companies." HEICO Corporation offers competitive compensation, paid vacation and holidays, an excellent 401K plan with company match, and medical, dental, life, and disability insurance.

The IT Support Specialist serves as the first line of support for HEICO Team Members, acting as the primary interface between end users and the Information Technology (IT) department. This role delivers high-quality technical support, expedient issue resolution, and proactive service management. The technician is responsible for analyzing and documenting IT issues and trends, supporting endpoint devices, and participating in the evolution of IT services through continuous improvement and knowledge sharing.

Essential Duties and 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.