When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.

As an Information Technology Specialist with Hines, you will be responsible for providing high-level and efficient end-user support in the use of technology and applications within the Hines domain. The Information Technology Specialist person will resolve issues where possible and will coordinate the resolution of more complex problems with other groups both in the Canada / Midwest / Southeast Region and with Central IT department. Includes hands-on (remote access) and phone support. Responsibilities include, but are not limited to:

• Service Support:

  • Provide end-user support – responding to calls as well as tickets entered into the IT Service Desk System.

  • Log service desk calls received via phone or email into the Service Desk system.

  • Open, resolve and close tickets in the IT Service Desk System.

  • Escalate issues to other IT groups or outside vendors as appropriate.

  • Proven experience working with and managing outside vendors.

  • Assist users with use of desktop operating systems and application software including, but not limited to:

    • Desktop O/S - Windows 10

    • Microsoft Office 365 (Outlook, Word, Excel, PowerPoint)

    • Manage Engine user administration

    • Messaging support

    • Mobile Device support

    • Financial Accounting System – password resets/disable and workstation issues only, not application functionality support

    • Software specific to

      • Workstation virus protection

      • Spyware removal utilities

    • Browser support

  • Remote access support (VPN, VPN for RDP and RDS).

  • Active Directory user and device administration.

  • VoIP support for offices.

  • Provide guidance to end-users on systems and applications.

  • Provide quotes to obtain approval for computer equipment purchases, make purchases, and support devices.

  • Projects, as assigned by management.

  • Office moves, changes, setups, and travel when necessary.

• Hardware/Software:

  • Desktop, laptop, and printer hardware support.

  • Computer equipment purchasing (workstations, printers, or other peripherals per Hines’s standards list).

  • New workstation configurations and setup.

  • Peripheral Support including the following:

    • Local and network printers via PrinterLogic

    • Mobile device configuration & support

    • Multi-function Devices (printers, scanners, etc).

  • Box administration.

  • Wireless network support.

Minimum Requirements include:

• High School diploma required from an accredited institution.

• College Diploma (or equivalent experience). Continuing education in technology-related courses is a plus.

• Five or more years of experience in service desk and end-user support required.

• Excellent customer service attitude and skills.

• 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.

• Highly organized and able to prioritize responsibilities.

• Proficient with Windows 10 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 365 (i.e., Outlook Word, Excel, PowerPoint).

• Experience with Service Desk software a plus.

• Ability to work independently and take initiative as well as work closely with Canada / Midwest / Southeast Regions Manager Systems/Technology.

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