Lead IT Support Analyst

Life Time; Chicago (IL); Hybrid; USD 100,000 - 114,000; Full time

Job summary

An established industry player seeks a dedicated IT Support Analyst to provide exceptional end-user support in a dynamic environment. This role involves offering white-glove assistance to executive staff and ensuring seamless technology operations. You'll be responsible for troubleshooting issues, managing helpdesk tickets, and supporting various hardware and software. Join a company that values innovation and excellence, where your contributions will enhance the experience of both staff and clients. If you thrive in a collaborative atmosphere and are passionate about technology, this opportunity is perfect for you.

Qualifications

• 5+ years of helpdesk and end-user support experience.
• Experience working with C-Suite executives.
• Continuing education in technology-related courses is a plus.

Responsibilities

• Provide high-level, efficient end-user support for technology.
• Resolve issues and coordinate with IT groups for complex problems.
• Support desktop, laptop, and printer hardware.

Skills

Troubleshooting Skills

Analytical Skills

Communication Skills

Windows OS Proficiency

Helpdesk Experience

Proactive Learning Attitude

Education

High School Diploma

College Diploma or Equivalent Experience

Tools

Active Directory

Microsoft Office Suite

VPN

RDP

RDS

Job description

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by industry-leading leaders. Our legacy is rooted in innovation and excellence, earning us recognition on Fast Company’s list of the World’s Most Innovative Companies and as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

The Mid West Lead, IT Support Analyst, is responsible for providing high-level, efficient end-user support for technology and applications within the Hines domain. They will offer white-glove support to the executive staff in the Chicago office, including hands-on training and assistance with all implemented technologies. The Lead IT Support Analyst will resolve issues when possible and coordinate the resolution of more complex problems with other IT department groups. The role includes remote access and phone/chat support, is full-time, and onsite in Chicago, with four days in the office and one day remote each week.

Helpdesk Support

1. Provide timely reactive responses to executive technology needs.
2. Support end-users by responding to calls, chats, and helpdesk tickets.
3. Log helpdesk tickets received via phone, chat, or walk-ups into the Help Desk system.
4. Open, resolve, and close tickets efficiently.
5. Escalate complex issues to other IT groups or external vendors as appropriate.
6. Assist users with desktop operating systems and applications, including Windows, MacOS, Microsoft Office suite, Exchange, messaging, mobile devices, and security utilities.
7. Support remote access (VPN, RDP, RDS).
8. Administer Active Directory users and devices.
9. Support Workday connectivity and navigation, including name changes.
10. Participate in projects assigned by management.

Hardware/Software Support

1. Support desktop, laptop, and printer hardware.
2. Configure and set up new workstations.
3. Support peripherals like printers and mobile devices.
4. Provide limited server and network/router troubleshooting and support.

Qualifications

Minimum requirements include:

• High School Diploma from an accredited institution.
• College diploma or equivalent experience.
• Continuing education in technology-related courses is a plus.
• At least five years of helpdesk and end-user support experience.
• Experience working with C-Suite executives.
• Excellent troubleshooting, analytical, and communication skills.
• Proactive learning attitude and positive demeanor.
• Fluent in English, both verbal and written.
• Proficient with Windows OS, PC and printer configuration, and mobile devices.
• Knowledge of Windows network systems and Active Directory.
• Familiarity with MS Office applications.
• Ability to work independently.
• Compensation range: $100,000 - $113,900.

Closing

At Hines, we are committed to excellence as a global real estate investment manager. Our diverse portfolio includes assets across various property types, all aimed at enhancing value and sustainability. Our success is driven by our 5,000 dedicated employees worldwide, supported by comprehensive training, competitive benefits, and an inclusive environment. We are proud to be recognized on Fast Company’s list of the World’s Most Innovative Companies for 2024. We support diversity and are an equal opportunity employer. No third-party calls or emails, please.