McGlinchey Stafford
Systems Support Associate
McGlinchey Stafford, Scottsdale, Arizona, us, 85261
The Systems Support Associate is responsible for the day-to-day level one support of MC Companies property management systems (Yardi) as well as handling small projects. They manage multiple support requests and are responsible for ensuring those support requests are completed efficiently, timely, and accurately. You think strategically and identify improvements and solutions that support all operational Teams.
Duties and responsibilities
Reviews, Supports, and Troubleshoots Property and Corporate user issues including phone support, email, and video calls.Occasionally visits properties to help with support issues.Assists in managing company equipment inventory and basic IT troubleshooting with computers, phones, docking stations, monitors, etc.Takes ownership of challenging issues and escalates as required.Identifies and escalates software defects related to support tasks to Manager. Identifies repeating issues and explores permanent solutions and/or process changes.Sets up and manages users within the systems.Becomes a product and customer expert. Acquires a deep understanding of systems, how our end users use them, and shares acquired knowledge in ticket support and documentation through Standard Operating Procedures.Manages Customer expectations regarding estimated response times for issue resolution.Liaisons with vendors as directed by the Yardi Administrator & Systems Support Manager to identify solutions and implement Best Practices.Manages tickets and produces regular reports of ticket counts and turnaround times.Continually learns about the software platforms (Yardi, RentCafe, ancillary applications) and keeps up with changes.Partners with team members across the organization on various strategic projects when needed.Participates in regular training, learning, and growth opportunities.Supports small projects as directed by the Systems Support Manager.Document, track and monitor all incidents to ensure a timely resolution; test and verify fixes to ensure resolution; generate knowledge articles for technicians and requestorsUtilize service desk software to manage incidents and service requestsCommunicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriateManage user expectations through constant communication in a courteous and professional mannerProvide timely feedback to internal customers on internal applications to reduce the number of incidents and ensure applications are being used correctlyTesting of application upgrades and custom reportsCreation of custom articles to provide tools for our associates to resolve their issues without needing to engage with ITPartnering with other teams within the department to look for efficiencies and process improvement opportunitiesKnowledge, Skills, and Abilities
High school diploma or GED required, college education or equivalent certification path preferredMinimum (1) years of experience in a with a medium or large employer with centralized support resources in a customer service positionStrong Microsoft Office skills including Excel spreadsheet generation and managementPrior experience supporting residential property management software (Yardi and /or RealPage)Experience partnering with offshore resources to create one strong geographically diverse teamKnowledge and understanding of affordable housing programs(Yardi, RentCafe, ancillary applications)Knowledge of basic accounting principalsUnderstanding of relational databasesEffectively communicate (written and verbal) with individuals at all organizational levelsAbility to gather, interpret information effectively and conduct research into a wide range of subjects as requiredStrong organization skills including prioritization of tasks and attention to detailProven ability to manage multiple assignments, under tight deadlines, often withcompeting priorities and complexitiesFunction well in a team as well as a setting with limited supervisionRobust problem-solving and logical analysis skills, as well as effective troubleshooting and diagnostic skillsStrong interpersonal skills-including verbal, written communication skills and excellent listening skillsExcellent track record of delivering accurate, high-quality, enterprise grade solutionsCommitment to excellent customer service for internal and external customers
Duties and responsibilities
Reviews, Supports, and Troubleshoots Property and Corporate user issues including phone support, email, and video calls.Occasionally visits properties to help with support issues.Assists in managing company equipment inventory and basic IT troubleshooting with computers, phones, docking stations, monitors, etc.Takes ownership of challenging issues and escalates as required.Identifies and escalates software defects related to support tasks to Manager. Identifies repeating issues and explores permanent solutions and/or process changes.Sets up and manages users within the systems.Becomes a product and customer expert. Acquires a deep understanding of systems, how our end users use them, and shares acquired knowledge in ticket support and documentation through Standard Operating Procedures.Manages Customer expectations regarding estimated response times for issue resolution.Liaisons with vendors as directed by the Yardi Administrator & Systems Support Manager to identify solutions and implement Best Practices.Manages tickets and produces regular reports of ticket counts and turnaround times.Continually learns about the software platforms (Yardi, RentCafe, ancillary applications) and keeps up with changes.Partners with team members across the organization on various strategic projects when needed.Participates in regular training, learning, and growth opportunities.Supports small projects as directed by the Systems Support Manager.Document, track and monitor all incidents to ensure a timely resolution; test and verify fixes to ensure resolution; generate knowledge articles for technicians and requestorsUtilize service desk software to manage incidents and service requestsCommunicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriateManage user expectations through constant communication in a courteous and professional mannerProvide timely feedback to internal customers on internal applications to reduce the number of incidents and ensure applications are being used correctlyTesting of application upgrades and custom reportsCreation of custom articles to provide tools for our associates to resolve their issues without needing to engage with ITPartnering with other teams within the department to look for efficiencies and process improvement opportunitiesKnowledge, Skills, and Abilities
High school diploma or GED required, college education or equivalent certification path preferredMinimum (1) years of experience in a with a medium or large employer with centralized support resources in a customer service positionStrong Microsoft Office skills including Excel spreadsheet generation and managementPrior experience supporting residential property management software (Yardi and /or RealPage)Experience partnering with offshore resources to create one strong geographically diverse teamKnowledge and understanding of affordable housing programs(Yardi, RentCafe, ancillary applications)Knowledge of basic accounting principalsUnderstanding of relational databasesEffectively communicate (written and verbal) with individuals at all organizational levelsAbility to gather, interpret information effectively and conduct research into a wide range of subjects as requiredStrong organization skills including prioritization of tasks and attention to detailProven ability to manage multiple assignments, under tight deadlines, often withcompeting priorities and complexitiesFunction well in a team as well as a setting with limited supervisionRobust problem-solving and logical analysis skills, as well as effective troubleshooting and diagnostic skillsStrong interpersonal skills-including verbal, written communication skills and excellent listening skillsExcellent track record of delivering accurate, high-quality, enterprise grade solutionsCommitment to excellent customer service for internal and external customers