Senior IT Support Specialist – End-User & Onsite Support

Hines

Houston (TX)

On-site

USD 75,000 - 110,000

Full time

4 days ago

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Job summary

Hines is seeking a Senior IT Support Specialist to provide high-quality technical support for users across the United States and Canada, with deskside support for the Houston office. You will troubleshoot Windows and macOS devices, Microsoft 365, and core business apps, while maintaining accurate documentation in ServiceNow.

The role requires strong customer service, collaboration across IT teams, and participation in after-hours on-call rotation roughly every six weeks.

Qualifications

Associate's or bachelor's degree in IT, CS, Engineering, Business, or related field, or equivalent experience.
5+ years of progressive IT support in a corporate environment.
Strong Windows/macOS, Microsoft 365, peripherals, and collaboration tools.
Experience with ITSM platforms (ServiceNow) including incident, request, and knowledge management.
Ability to work onsite in Houston and participate in after-hours on-call.

Responsibilities

Resolve standard and advanced help desk incidents and requests for US/Canada users.
Monitor live chats, ServiceNow tickets, email requests, and other channels.
Provide deskside and onsite support to the Houston office, including hardware and peripherals.
Troubleshoot Windows/macOS, Microsoft 365, and collaboration tools.
Support mobile device management activities and device enrollment.
Document work, maintain accurate ticket notes, and escalate when needed.
Contribute to knowledge articles and SOPs; participate in on-call rotation.
Coordinate with IT teams on projects and asset management as needed.