IT Support Analyst - End User Technology & Experience

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.

• 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

Minimum Requirements include:

• 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

• Compensation: $115,000 - $130,000
• This role is in-office Monday - Friday, 8am - 5pm

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., At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion of assets across such property types as living, office, retail, mixed-use, logistics and life science projects - all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients’ needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines’ success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.