For over 30 years, one Company has represented quality & leadership - Highland Homes - where building careers goes hand in hand with excellence in new home construction. Highland’s employees thrive in an atmosphere of appreciation & confidence, contributing their unique ideas to the Company’s overall success. Employee Owned. Customer Focused.

Highland Homes is currently accepting resumes for a Service Desk Analyst - Tier I position. This position will be responsible for interacting with end users to setup, troubleshoot, and maintain the company’s desktop and mobile computing environment.

Job Duties and Responsibilities:

• Answer and respond to calls, emails and in-person requests for technical assistance, inquiries, and other services
• Communicate and resolve issues in a professional and timely manner.
• Adhere to established SLAs for calls and tickets
• Configure, deploy, and support various computer, networking, phones, mobile devices, audio-video, and other equipment and software related to the end-user computing environment.
• Perform software installation and troubleshooting.
• Assist with various projects as needed.
• Other duties as assigned.

Tier 2 Additional Responsibilities:

• Travel to remote sites to troubleshoot and setup computers, printers, networking gear, and other computer-related equipment.
• Serve as initial escalation point for technical questions
• Act as technical liaison between third party vendors and end users
• Perform regional inventory management
• Provide overflow support for inbound calls as needed
• Develop and maintain support-related documentation
• Other duties as assigned.

Minimum Qualifications:

• High School diploma
• Prior service desk experience:
• Tier 2 - Minimum of 5 years experience
• Bachelor’s degree in relevant technical field preferred.
• MCSE, MCSA, MCITP, or other equivalent desktop certifications preferred.
• Reliable home internet and cell service required.
• High-level of proficiency with Windows 7, Windows 10, and Microsoft Office.
• Entry-level understanding of networking principles.
• Strong troubleshooting/problem solving skills.
• Professional communication and customer service skills both written and oral.
• Strong organizational skills with a keen ability to prioritize and multi-task.
• Tier 2 should be able to work with minimal supervision.
• Ability to focus on short-term and long-term goals simultaneously.
• Ability to raise issues proactively and in a timely manner.
• Ability to work well with others in a team oriented environment.
• Ability to learn quickly and adapt to new business software and system environments.
• Must be able to lift end user equipment (up to 25 lbs).

Highland Homes offers a competitive benefit package, including excellent medical / dental / prescription benefits, Employee Stock Ownership Plan, 401(k), new home purchase discounts, & more! Join the company that recognizes & rewards the people who create their success. Highland Homes is an Equal Opportunity Employer.