IT Support Analyst

Why Join Us?

As part of the Highwoods team, you're not just taking on a job; you're joining a culture that values integrity, collaboration, and growth. We believe our culture is the key to success in the dynamic world of commercial real estate. Every member of our team plays a role in defining and upholding this culture-it's not just words on a page, but a way of working and living every day.

When you join Highwoods, you'll bring your unique skills, experiences, and values to life through our shared mission. Together, we create a thriving workplace where every teammate has the support and opportunity to make a meaningful impact.

As a Highwoods IT Support Analyst, you will provide technical support for all computing issues at the corporate Raleigh headquarters and phone support for the regional offices. The position requires excellent customer service skills and extensive interaction with the user community.

Work Performed:

• Install desktop hardware and software. Identify and resolve hardware and software application conflicts. Ensure that resolutions are consistent with standards and do not introduce additional conflicts.
• Serve as a member of a team providing initial contact for computer issues. Includes opening and closing all service requests, managing the assignment, tracking, escalating, and completing requests, which involves coordinating tickets with other Help Desk Support Analysts, Network Administrators, and Application Developers to accomplish the timely completion of requests.
• Troubleshoot PC, network, copier, printer, and application problems. Coordinate and perform repairs when necessary.
• Conduct user training on software and hardware when appropriate.
• Support the Technology Team by performing miscellaneous tasks and project assignments and serve as backup to other staff personnel as required.
• Help identify and implement innovative solutions for Highwoods.

Job Requirements (Skills/Knowledge):

• Ability to communicate clearly with technical and non-technical audiences.
• Sincere commitment to proactive customer service.
• Ability to work effectively, in a highly organized manner, paying close attention to detail.
• Excellent customer service, time management, and the ability to work in a fast-paced environment.
• Excellent organizational skills, ability to prioritize tasks, and reach consensus amongst many competing requests.
• In-depth knowledge of PC platforms (including portables), Windows 11, and Microsoft Office suite of applications.
• Knowledge of Cisco networking and switches, configuring/troubleshooting SOHO routers, and Windows Server experience is a plus.

Education/Experience:

• Minimum 5 years experience in providing technical support to end users required.
• B.S. degree in Computer Science preferred. A comparable combination of education and experience is acceptable.
• Recent vendor technical training on relevant software.

WORK ENVIRONMENT:

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

PHYSICAL DEMANDS:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Work is of a general office nature; while performing the duties of this job, the employee is regularly required to talk, hear, and see; to use arms and hands to reach and handle; to type on a computer keyboard and use a phone required. Ability to read, understand, and communicate information and ideas clearly in writing and orally. The employee may occasionally need to climb, balance, stoop, kneel, or crouch, and lift and/or move up to 20 pounds.