Lead IT Support Analyst

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

Job summary

An established industry player is seeking a dedicated IT Support Analyst to provide exceptional end-user support within a dynamic environment. This role involves delivering high-level assistance to executive staff, troubleshooting technology issues, and managing helpdesk tickets efficiently. The ideal candidate will have a strong background in helpdesk support, excellent communication skills, and a proactive approach to problem-solving. Join a company recognized for its innovation and commitment to employee growth, where your contributions will make a significant impact on the organization’s success and culture.

Benefits

Comprehensive training

Competitive compensation

Robust benefits

Generous vacation packages

Qualifications

• 5+ years in helpdesk and end-user support required.
• Excellent troubleshooting and communication skills are essential.
• Proficient with Windows OS and Microsoft Office applications.

Responsibilities

• Provide high-level end-user support for technology and applications.
• Assist executive staff with hands-on training and support.
• Log and manage helpdesk tickets for efficient resolution.

Skills

Troubleshooting Skills

Analytical Skills

Communication Skills

Windows Operating Systems

Active Directory

Microsoft Office Suite

Helpdesk Support

Customer Service

Education

High School Diploma

College Diploma or equivalent experience

Tools

Help Desk System

Remote Desktop

VPN

Workday

Job description

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition 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 and efficient end-user support in the use of technology and applications within the Hines domain. They will provide white-glove support to the executive staff in the Hines Chicago office including hands-on training and assistance with all implemented technologies. The Lead IT Support Analyst will resolve issues where possible and will coordinate the resolution of more complex problems with other groups in the IT department. Includes hands-on (remote access) and phone/chat support. This position is full-time and onsite in Chicago. Four days a week in the office and one day work from home.

Helpdesk Support

• Provide timely reactive response to executive technology needs.
• Provide end-user support – responding to calls/chats as well as tickets entered into the IT Help Desk System.
• Log helpdesk tickets received via phone/chat/walk-ups into the Help Desk system.
• Open, resolve, and close tickets in the IT Helpdesk System.
• Escalate issues to other IT groups or outside vendors as appropriate.
• Assist users with use of desktop operating systems and application software including, but not limited to, and subject to change:
  • Desktop O/S – Windows / MacOS
  • Microsoft Office (Outlook, Word, Excel, PowerPoint)
  • Exchange user administration
  • Messaging support
  • Mobile Device support
  • Software specific to: Workstation virus protection, Remote Desktop, Spyware removal utilities
• Remote access support (VPN, VPN for RDP and RDS).
• Active Directory user and device administration.
• Workday connectivity and navigation, and name change support.
• Projects, as assigned by management.

Hardware/Software

• Desktop, laptop, and printer hardware support.
• New workstation configurations and setup.
• Peripheral Support including the following:
  • Local and network printers
  • Mobile device configuration & support
• Limited server and network/router troubleshooting/support.

Qualifications

Minimum Requirements include:

• High School Diploma required from an accredited institution.
• College Diploma (or equivalent experience).
• Continuing education in technology-related courses a plus.
• Five or more years in helpdesk and end-user support required.
• Previous experience working with C-Suite Employees.
• Excellent troubleshooting and analytical skills.
• Excellent communication (phone and in person) skills to effectively support end-users.
• Ability to take the initiative to learn and apply technical skills.
• Must have a ‘can do’ positive attitude.
• Must be able to fluently communicate in English (both verbal and written communication).
• Proficient with Windows desktop/laptop operating systems.
• Proficient with configurations and setup of PCs, printers, and mobile devices.
• Working knowledge of Windows network operating system and Active Directory.
• Knowledge of MS Office (i.e., Word, Excel, PowerPoint) and MS Outlook.
• Ability to work independently.

Compensation

$100,000 - $113,900

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics, and life science projects – all designed to enhance value, connection, and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits, and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.