Help Desk Analyst Tier 1 - Lincoln Property Company

Headquartered in Dallas, Texas. Willow Bridge is more than a full-service residential real estate company. For over half a century, we’ve been the standard of excellence in the property industry. As the residential team at Lincoln Property Company we built a stellar reputation, leading with bold, transformable ideas, principled partnership, and a care for the details that only comes from loving what you do. And now, as Willow Bridge, we continue that leadership with expanded ambition.

Willow Bridge Property Company is seeking a Support Analyst 1 to join our group of dynamic and innovative technologists. The Support Analyst 1 will provide technical support to end-users regarding the resolution of hardware, software and operating system issues via phone or remote access for all supported applications or platforms. End-user support includes performing software installations, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. The ideal candidate for this position stays current with emerging technology and trends to provide technical support for enterprise technology roll-outs and initiatives. The Support Analyst 1 role will report to the Manager Support Services and will be a key member of the Technology Support team, providing hands-on support for several enterprise systems that are critical to business operations. If you are a technology professional driven by detail and systems thinking, this is an opportunity to be considered.

• Support of all general Business Technology (Phones, Printers, VDI, Windows PC's, etc.)
• Handles initial support requests. Must have strong Windows environment troubleshooting skills. 
• Must be comfortable with Executive/C-Level end user-support, as needed.
• Document all work completed into the appropriate call tracking and incident management system. 
• Assist in IT asset tracking & management of computers and peripherals, and telephone equipment. 
• Assist in setup and imaging of new computers, as needed. 
• Assist with deployment of software releases and PC Refresh roll-outs according to company's IT Management best practices. 
• Uses Knowledge Management database to locate solutions to issues. 
• Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
• Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner. 
• Mentors and trains newly hired associates to ensure successful integration into the role. 
• Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner. 
• Remains proficient on networks, operating systems, hardware, software, databases, browsers, and related products. 
• Performs other related duties as assigned.

Qualiications

• Bachelor's degree from a college or university with a major in Accounting, Computer Science, or a related field. 
• Microsoft Certified Professional (MCP) preferred
• 1-3+ years of relevant professional industry or experience in systems support. 
• Hands-on experience with a wide variety of software, hardware, and peripherals, including Microsoft 365.
• Experience with property management and single-family housing environment/industry a plus. 
• Highly effective written and verbal communication skills required. 
• Strong customer service focus and attention to detail.
• Ability to work independently or as a team member.
• Proven ability to learn new technologies quickly, while also achieving a high level of proficiency. 
• Solid technical background with an ability to give instructions to a non-technical audience. 
• Plan, organize, and coordinate work to meet deadlines and accommodate rapidly changing priorities.
• Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer concerns.

Preferred Skills

• ITIL Foundation Course and/or certification
• Knowledge Centered Support (KCS) Principles

Location & Physical Requirements

• Permanent, full-time position based out of our Dallas, TX technology support center.
• Flexible, hybrid work environment
• Standing, walking, twisting, and bending body mobility required to access standard office equipment. 
• Ability to lift 40 pounds.
• Required travel is less than 10%

Willow Bridge Benefits

Willow Bridge Property Company offers competitive pay, a benefits package that includes health, dental, vision and 401(k) and opportunities for career development and advancement.