Position is based out of Rockford, but must be willing to travel to Elgin, St. Charles, and occasionally Iowa locations.

Reports to:

The Systems Support Specialist will report to the Director of Information Technology.

We are seeking an experienced Systems Support Specialist to support employees with day-to-day technology needs. This role focuses on end-user support, device troubleshooting, and maintaining a consistent workstation experience across the organization. The position will work closely with the infrastructure team but will primarily focus on helping users resolve issues quickly and keeping devices functioning properly.

WHAT WE OFFER:

• Competitive salary and benefits, including medical, dental, vision, short-term disability, long-term disability, company paid and voluntary life insurance. Critical Illness, accident insurance and flexible spending also available!
• 401k plan with company match, fully vested after 1 year.
• No weekends and nights!
• Paid Holidays
• Work-life balance.

· Provide day-to-day technical support for employees, including troubleshooting issues related to laptops, applications, printers, and system access.

· Support users working in AVD by assisting with login issues, session problems, connectivity concerns, and general performance questions.

· Respond to and manage support requests through the ticketing system, ensuring issues are documented and resolved in a timely manner.

· Assist with device management through Intune, including enrolling devices, applying policies, troubleshooting compliance issues, and maintaining endpoint standards.

· Configure and deploy new laptops and equipment for employees, including software installation, system configuration, and user setup.

· Assist with employee onboarding and off-boarding tasks such as preparing equipment, configuring user accounts, and ensuring proper system access.

· Troubleshoot Microsoft 365 related issues including Outlook, Teams, OneDrive, and SharePoint.

· Maintain accurate documentation of recurring issues, troubleshooting steps, and common solutions.

· Escalate complex infrastructure or platform issues to the appropriate IT team members when necessary.

· Provide occasional onsite support at other company locations as needed.

PM21

Qualifications:

· 4+ years of experience providing end-user technical support in a professional environment.

· Strong experience troubleshooting Windows devices and common business applications.

· Experience supporting Microsoft 365 environments including Outlook, Teams, OneDrive, and SharePoint.

· Experience working with device management tools such as Intune is preferred.

· Familiarity with AVD or similar remote desktop environments.

· Experience working with IT ticketing systems and documenting support activity.

· Strong troubleshooting and problem-solving skills.

· Clear communication skills and a user-focused approach to support.

*Hines welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.*