Support Analyst 1

Founded in 1965 by Mack Pogue as Lincoln Property Company, Willow Bridge Property Company is one of the United Statesâ™ most respected full-service residential property companies, operating a successful portfolio in 75 markets. Headquartered in Dallas, Texas, Willow Bridge proudly employs over 5,500 team members, has built over 200,000 apartments and manages 220,000 units for its clients. To learn more, visit willowbridgepc.com.

With decades of proven success, Willow Bridge is a national leader in residential property management and development, active in 29 states and managing more than 230,000 apartment homes across the U.S.

At Willow Bridge, our purpose drives everything we do. Whether youâ™re launching your career or looking to take the next step, weâ™re here to support your growth with intention, flexibility, and real opportunities to make an impact.

Weâ™re currently hiring for a Support Analyst 1 â” someone who brings fresh thinking, follows through, and knows how to bring people together to get results. We value people who lead by listening, communicate with clarity, and take initiative to find better ways forward. If you're someone who believes in showing up with integrity, working collaboratively, and driving positive change, youâ™ll feel right at home here.

Letâ™s grow together at Willow Bridge.

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 rollouts and initiatives.

Responsibilities

• 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 telephony 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.

• Bachelorâ™s degree from a college or university with a major in Accounting, Computer Science, or a related field.
• The following professional certifications are desired: (MCP) Microsoft Certified Professional
• 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.

Required Skills

• Highly effective written and verbal communication skills are required.
• Strong customer service focus and detailed oriented individual.
• 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.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
• Plan, organize, and coordinate work to meet deadlines and accommodate rapidly changing priorities.
• Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.

Preferfred Skills

• ITIL Foundations Course and/or Certification
• Knowledge Centered Support (KCS) Principles

Physical Requirements

• Standing, walking, twisting, and bending body mobility required to access a standard office environment.
• Ability to lift 40 pounds.
• Required travel is less than 10%.

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.