Lead IT Support Analyst
Job title: Lead IT Support Analyst in Chicago, IL at Hines
Company: Hines
Job description: OverviewWhen 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.ResponsibilitiesThe 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 person 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.
- 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.
- 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 PC’s, 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