IT Senior Support Analyst

Overview

Senior IT Support Analyst delivering tech support, project leadership, and system improvements.

Key Responsibilities

• ticketing
• system imaging
• network audits
• asset management
• end-user support
• tech implementation

Tasks

-While performing the duties of this job, the employee is regularly required to talk or hear; the employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms -Documents and develops training material and serves as a resource for technical guidance for IT Support Analysts. -Documents, tracks, and maintains standard procedures, processes, policies, and projects for IT Support Services. -Accurately and fully documents all troubleshooting and steps taken to resolve case within the IT support ticketing system, ensuring tickets are created for all work done. -Identifies, researches, recommends, and organizes implementation of system, application, and process enhancements or new tools in order to drive efficiency, increase customer service levels, and decrease costs. -Supports organizational information technology initiatives and maintenance by performing and facilitating some or all of the following: creation of system imaging and update configurations, network documentation audits, system configuration, infrastructure support, system administration, system analysis, database maintenance, installing and upgrading equipment components and software, and planning for/responding to service outages and other problems. -Serves as IT Support Service lead for department and enterprise-wide technical implementations, equipment installations, software and hardware maintenance, facility/site conversions, and projects. -This job operates in a professional office environment; this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines -Assists with procurement, inventory control and equipment life-cycle planning activities for technical hardware and software across the company, with attention to cost effective sourcing and analyzing costs for budgeting current and future needs. -Monitors case logs and activity reports in IT support ticketing system in order to identify emerging issues, determine trends with customer problems, and discover opportunities for training or additional documentation. -Provides day-to-day end-user support, training and problem resolution for a wide range of computer hardware, software, applications, and data and voice networks. -Coordinates with coworkers, business customers, vendors, and internal resources to identify, troubleshoot, diagnose and resolve more complex user, network, and system issues, escalating critical incidents and communication needs to management as appropriate. -Fosters positive relationships by offering quality, courteous, professional customer service.

Requirements

• sql server
• cisco routers
• microsoft office
• active directory
• servicenow
• bachelor’s degree

What You Bring

-Skill at creating detailed-driven documentation -Knowledge applying Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft Structured Query Language (SQL) Server -Communicating openly and with integrity -Skill in applying critical thinking, analysis and problem-solving methods -Ability to work occasional weekends and/or holidays -Skill in explaining technical information in layman’s terms -Knowledge of Cisco wireless routers -Skill in adapting to changing priority needs -Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint) -Knowledge of Windows Operating Systems and the Microsoft Office installation process -Skill in self-directing job tasks and taking initiative -Previous experience using Active Directory required -Skill working with minimal direction -Bachelor’s degree in Information Technology, Business Administration, or other computer related field with 4-6 years of work experience; or an equivalent combination of education and experience required -Skill working in a collaborative team environment -Skill in providing customer service -Skill in managing projects, organizing, prioritizing, and meeting deadlines -Previous experience with ServiceNow -Previous experience in an IT support role required -Skill in computer hardware troubleshooting including monitors, printers and desktop software -Skill to clearly and concisely communicate verbally and in writing both technical and non-technical information -This position requires the ability to occasionally lift office products and supplies, up to 20 pounds -Knowledge of general IT and business operations

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About Maa

-Founded in 1977 by George E. Cates, it started as a regional apartment investor and became a publicly traded REIT in 1994. -Headquartered in Germantown, Tennessee, it operates nearly 300 communities in growth regions of the Southeast, Southwest, and Mid-Atlantic. -Listed on the S&P 500, the company has expanded through significant acquisitions, including Colonial Properties (2013) and Post Properties (2016). -Its operations include full-cycle real estate activities from acquisition to property management, focusing on high-quality multifamily properties.

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