IT Support Analyst - End User Technology & Experience

Hines•New York, NY

18h•Onsite

About The Position

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. We are seeking an experienced IT Analyst to provide Tier 2 and Tier 3 technical support for the New York office while contributing to the End User Technology & Experience team. This role is responsible for delivering high-quality, hands-on support and ensuring a seamless end-user experience across desktop, collaboration, AV, and telephony technologies. The position partners closely with IT leadership, Facilities, and cross-functional teams to support office technology operations, office moves, and continuous improvement of end-user services.

Requirements

5+ years of experience in IT support, including Tier 2/3 support
Strong experience supporting Windows and macOS environments
Experience with AV technologies, conference room systems, and collaboration tools
Experience supporting telephony platforms (Cisco, RingCentral, Zoom, etc.)
Strong troubleshooting skills across hardware, software, and network issues
Experience working in enterprise or corporate office environments
Strong understanding of ITSM processes (Incident, Request, Problem
Experience supporting office moves, relocations, or buildouts
Familiarity with endpoint management tools (Intune, MDM, MAM)
Experience supporting executive or white-glove environments
Exposure to global IT environments and standards
Process-driven with strong attention to detail
Able to balance responsiveness with long-term improvements
Strong documentation and communication skills
Customer-focused mindset with a strong emphasis on user experience

Responsibilities

Provide advanced Tier 2 and Tier 3 technical support for hardware, software, and enterprise applications
Troubleshoot and resolve complex issues related to Windows, macOS, mobile devices, and collaboration tools
Act as escalation point for Service Desk and Tier 1 support teams
Manage incidents, service requests, and problem resolution in alignment with ITSM processes
Deliver a high-touch, customer-focused support experience for onsite users
Proactively identify and resolve recurring issues impacting user productivity
Partner with stakeholders to improve overall end-user satisfaction and technology adoption
Support technology setup, relocation, and decommissioning for office moves and reconfigurations
Coordinate with Facilities and vendors to ensure seamless execution of office changes
Ensure all workstations, meeting rooms, and shared spaces are properly configured and operational
Support and maintain conference room technologies including Teams Rooms, Zoom Rooms, and AV systems
Troubleshoot AV issues and ensure meeting room readiness
Assist with AV upgrades, deployments, and standardization efforts
Support telephony platforms including Cisco, RingCentral, Zoom, and other voice solutions
Troubleshoot voice, conferencing, and messaging issues
Assist with provisioning, configuration, and user support for telephony systems
Support endpoint technologies including laptops, mobile devices, and peripherals
Assist with device provisioning, imaging, and lifecycle management
Work with endpoint management tools such as Intune, MDM, and MAM solutions
Follow IT standards, processes, and security policies
Maintain accurate documentation, knowledge base articles, and support procedures
Identify opportunities to improve support processes and end-user experience
Work closely with End User Technology leadership, IT Support, Facilities, and vendors
Communicate effectively with users and stakeholders at all levels
Provide white-glove support to senior leadership when needed