IT Senior Support Analyst

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

• Embracing opportunities

• 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.

• 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.

• 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.

• Performs other related duties as assigned to meet the needs of the business.

Required Qualifications

• 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

Preferred Qualifications

• 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

• 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:

* Apartment Discount

* Medical, Dental and Vision Insurance

* Vacation, Sick Leave, and Holiday Pay

* Life and Disability Insurance

* 401(k) Retirement Plan

* Tuition Reimbursement

* Adoption Reimbursement

* 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!

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