The IT Senior Support Analyst reports to the Director of IT Support Services and supports company and end-user technical needs while providing excellent customer service. This position serves as lead for IT Support Services in enterprise-wide and department projects and activities, and is responsible for organizing, tracking and documenting projects and procedures, and analyzing cases in the IT support ticketing system to identify trends, and opportunities for innovative technological solutions or enhancements to improve system, equipment, process and/or customer service quality.
The successful candidate will embody and work to reinforce MAA's Core Values. Those values include:
Appreciating the uniqueness of each individual
Communicating openly and with integrity
Doing the right thing at the right time for the right reasons
Duties and Responsibilities
Serves as IT Support Service lead for department and enterprise-wide technical implementations, equipment installations, software and hardware maintenance, facility/site conversions, and projects.
Documents, tracks, and maintains standard procedures, processes, policies, and projects for IT Support Services.
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.
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.
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.
Documents and develops training material and serves as a resource for technical guidance for IT Support Analysts.
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.
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.
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.
Fosters positive relationships by offering quality, courteous, professional customer service.
Performs other related duties as assigned to meet the needs of the business.
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
Previous experience in an IT support role required
Previous experience using Active Directory required
Previous experience with ServiceNow
Knowledge, Skills, and Abilities
Knowledge of Windows Operating Systems and the Microsoft Office installation process
Knowledge applying Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft Structured Query Language (SQL) Server
Knowledge of Cisco wireless routers
Knowledge of general IT and business operations
Skill in computer hardware troubleshooting including monitors, printers and desktop software
Skill in applying critical thinking, analysis and problem-solving methods
Skill in managing projects, organizing, prioritizing, and meeting deadlines
Skill in adapting to changing priority needs
Skill in self-directing job tasks and taking initiative
Skill at creating detailed-driven documentation
Skill to clearly and concisely communicate verbally and in writing both technical and non-technical information
Skill in explaining technical information in layman's terms
Skill working in a collaborative team environment
Skill working with minimal direction
Skill in providing customer service
Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)
Ability to work occasional weekends and/or holidays
MAA recognizes that talented people are attracted to companies that provide competitive pay, comprehensive benefits and outstanding advancement opportunities. We offer a comprehensive benefits package* including, but not limited to, the following:
* Medical, Dental and Vision Insurance
* Life and Disability Insurance
* Employee Assistance Program
* Vacation, Sick Leave, and Holiday Pay
* 401(k) Retirement Plan
* Tuition Reimbursement
* Adoption Reimbursement
* Apartment Discount
* Opportunities for promotion and internal career advancement
*Eligibility for benefit plans and programs vary based on hours worked and length of employment.
We are committed to providing service excellence and value to those who depend on us at MAA. Our people-first approach has been transforming properties into communities and apartments into homes for over 25 years. As the largest owner-operator of multifamily apartments in the United States - we are established leaders in the real estate space - bringing tremendous opportunities to those looking to build their careers. We invite you to explore our Brighter View and find your place at MAA!
Drug Free Workplace
Internal Number: R0008746
About MAA (Mid America Apartment Communities)
MAA is a real estate investment trust (REIT) that focuses on the acquisition, selective development, redevelopment and management of multifamily homes throughout the Southeastern and Southwestern regions of the United States.
Our mission at MAA is to deliver superior service and value for our residents, employees and shareholders. We refer to this as creating "A Brighter View" and we are doing it every day.
In fact, we proudly display "Our Brighter View" plaques at every MAA office just to serve as a daily reminder of our focused mission. MAA is committed to remaining true to our rich tradition of service to each other, to our residents, and to our shareholders. We respect the privilege to providing value to those whose lives we touch.
Please click on the links below to learn more about MAA’s culture and corporate charity as well as view MAA’s Corporate Profile: