Senior IT Support Specialist

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.

The Senior IT Support Specialist provides high-quality technical support to Hines users across the United States and Canada. Reporting to the Manager, IT Service Desk, this role is responsible for resolving standard and advanced help desk tickets, responding to live chats, and providing deskside support to the Houston office.

The Senior IT Support Specialist works in Service Now, supports endpoint and mobile device management, and serves as an escalation point for complex user issues. The role requires strong customer service, technical troubleshooting, accurate documentation, and participation in the after-hours and weekend on-call rotation shared by the Service Desk team, approximately once every six weeks.

The Senior IT Support Specialist will work closely with Desktop Engineering, Information Security, Infrastructure and Network, IT Asset Management, and other technology teams to deliver a consistent and high-quality end-user experience across the United States and Canada.

• Resolve standard and advanced help desk incidents, requests, and access issues for users across the United States and Canada.
• Monitor and respond to live chats, Service Now tickets, email requests, and other approved Service Desk support channels.
• Provide deskside and onsite technical support to the Houston office, including hardware, software, peripherals, conference room technology, connectivity, and user setup support.
• Troubleshoot Windows and macOS devices, Microsoft 365, applications, printers, peripherals, mobile devices, collaboration tools, and common business technologies.
• Support mobile device management activities, including device enrollment, configuration, compliance, application access, troubleshooting, and user guidance.
• Work tickets through resolution in Service Now, maintaining accurate categorization, prioritization, notes, communications, time entries, and closure information.
• Identify recurring issues and contribute to knowledge articles, support documentation, standard operating procedures, and service improvement activities.
• Escalate issues appropriately to Desktop Engineering, Infrastructure and Network, Information Security, Application Support, vendors, or other resolver groups while maintaining ownership through handoff.
• Assist with hardware deployment, replacement, imaging, configuration, inventory updates, and asset lifecycle activities in coordination with IT Asset Management.
• Support new user onboarding, transfers, terminations, workstation moves, conference room support, and other employee lifecycle activities.
• Participate in technology projects, office changes, hardware refreshes, endpoint initiatives, and other activities assigned by the Manager, IT Service Desk.
• Participate in the after-hours and weekend on-call rotation shared by the IT Service Desk team, approximately once every six weeks.
• Maintain a professional, customer-focused presence and provide clear, timely communication to users and stakeholders.

Minimum Requirements include:

• Associate's or bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent relevant experience.
• 5+ years of progressive IT support or end-user technology experience in a corporate environment.
• Strong hands-on experience supporting Windows and macOS endpoints, Microsoft 365, business applications, peripherals, printers, mobile devices, and collaboration tools.
• Working knowledge of mobile device management, endpoint management, device enrollment, compliance, application deployment, and related troubleshooting.
• Experience working in an ITSM platform, preferably Service Now, including incident, request, task, priority, escalation, and knowledge management processes.
• Strong troubleshooting skills with the ability to diagnose hardware, operating system, application, identity, connectivity, and access issues.
• Experience providing deskside support in a corporate office environment, including the ability to work independently with users onsite.
• Ability to handle live chat…