Overview of the Position:
The Desktop Support Engineer II provides advanced technical support for hardware, software, and network-related issues in an enterprise environment. This role is responsible for ensuring minimal downtime, optimal end-user experience, and efficient operation of desktop systems. The engineer will serve as an escalation point for Level I support and contribute to the deployment, maintenance, and improvement of IT systems and services.
Essential Duties and Responsibilities:
Advanced Technical Support:
Troubleshoot and resolve complex technical issues escalated from Level 1 support for hardware, software, and network problems.
System Maintenance:
Deploy, configure, and maintain desktop hardware, operating systems and software applications.
User Management:
Support and manage user accounts, including rights, security, and system groups, using Active Directory.
Incident Resolution:
Manage and track incidents and service requests in a ticketing system and document resolutions.
Mentorship:
Assist and mentor junior support staff in resolving complex issues and adhering to best practices.
IT Project Contribution:
Participate in IT projects, providing technical expertise and contributing to system improvements.
Customer Service:
Provide proactive, high-quality customer service to users, managing multiple tasks and issues under pressure.
Other Knowledge, Skills, and Abilities:
- Knowledge of: Microsoft Office, Windows Operating Systems, Office 365, Computer Hardware, Phones and Printers.
- Effective interpersonal skills to work with internal and external customers.
- Effective verbal and written communication to collaborate with co-workers to find solutions to their IT equipment problems.
Education / Experience Requirements: Associate's degree and three years related experience and/or training; or equivalent combination of education, certifications, and experience.
Other Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands and Work Environment:
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.
- Is occasionally required to stand; walk; sit; reach with hands and arms; stoop, kneel, crouch, crawl, and climb or balance; and lift up to 35 pounds.
- Is regularly required to sit and use hands to finger, handle, or feel.
- Is frequently required to talk or listen.
- Works in moderate noise levels.
- Travel up to 10%.
Skills Required
- Associate's degree or equivalent combination of education, certifications, and experience
- Three years of related experience and/or training, or equivalent combination of education, certifications, and experience
- Knowledge of Microsoft Office, Windows operating systems, Office 365, computer hardware, phones, and printers
- Ability to manage user accounts, rights, security, and system groups using Active Directory
- Effective verbal, written, and interpersonal communication skills
- Ability to lift up to 35 pounds and perform required physical activities
HEICO Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HEICO and has not been reviewed or approved by HEICO.
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Retirement Support — The company maintains a long‑standing 401(k) program with company matching available to nearly all U.S. employees, with matches sometimes delivered in company stock. Official materials indicate broad participation and subsidiary‑level match structures.
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Flexible Benefits — The package spans medical, dental, vision, HSAs/FSAs, life and disability coverage, PTO and holidays, tuition reimbursement, an EAP, and various discounts, with multiple plan choices. Eligibility and specifics can differ by subsidiary.
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Wellbeing & Lifestyle Benefits — Wellness programs such as health fairs, screenings, flu shots, and on‑site classes appear alongside fitness, retail, and entertainment discounts. These offerings complement core coverage and support day‑to‑day wellbeing.
HEICO Insights
What We Do
HEICO Corporation, through its subsidiaries, engages in the design, manufacture, and sale of aerospace, defense, and electronics related products and services in the United States and internationally. The company operates through two segments, Flight Support Group (FSG/HEICO Aerospace) and Electronic Technologies Group (ETG). HEICO Aerospace offers jet engine and aircraft component replacement parts. It also involves in manufacturing specialty aircraft/defense related parts; offering thermal insulation blankets primarily for aerospace, defense, and commercial applications; subcontracting for original equipment manufacturers (OEMs); providing specialty parts as a subcontractor for aerospace and industrial OEMs, and the United States government. In addition, this segment distributes hydraulic, pneumatic, mechanical, and electro-mechanical components for the aviation markets.
