IT Technical Support Analyst

Cogir Senior Living • Scottsdale, AZ

2d • Onsite

About The Position

The IT Technical Support Analyst provides front-line and advanced technical support to end users across the organization. This role is responsible for managing support requests through Zendesk, administering user access within Microsoft 365, Yardi, and DSSI, and supporting end-user hardware, printers, and basic network infrastructure. The ideal candidate delivers excellent customer service, resolves technical issues efficiently, and contributes to the stability and security of IT systems.

Requirements

• Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent work experience.
• 2+ years of experience in an IT support or help desk role.
• Hands-on experience using ticketing systems (Zendesk preferred).
• Working knowledge of Microsoft 365 administration.
• Experience supporting business applications such as Yardi and DSSI (or similar ERP/industry platforms).
• Strong troubleshooting skills for Windows environments, printers, and end-user hardware.
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS, switches, Wi-Fi).
• Excellent customer service and communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize and manage multiple issues simultaneously.
• Detail-oriented with a focus on documentation and process adherence.
• Ability to work independently and collaboratively within a team.

Nice To Haves

• Experience in a corporate or multi-location environment.
• Familiarity with IT asset management and lifecycle processes.
• Relevant certifications (CompTIA A+, Network+, Microsoft certifications) are a plus.
• Experience with Yardi User Administration

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, mobile devices, and peripherals.
• Manage, track, and resolve support requests using Zendesk, ensuring timely responses and proper documentation.
• Escalate complex issues to appropriate IT teams or vendors when required.
• Maintain clear communication with users regarding issue status and resolution.
• Administer user accounts, permissions, and licenses within Microsoft 365 (including Exchange, Teams, OneDrive, and SharePoint).
• Perform user setup, role assignments, and access management in Yardi and DSSI systems.
• Assist with onboarding and offboarding processes, ensuring appropriate system access and security controls.
• Support password resets, MFA issues, and account troubleshooting across supported platforms.
• Install, configure, and troubleshoot workstations, laptops, and standard IT equipment.
• Provide hands-on and remote support for networked and local printers, including driver installation and connectivity issues.
• Coordinate with vendors for printer maintenance and repairs as needed.
• Maintain accurate inventory records for IT assets.
• Assist with basic network troubleshooting, including connectivity, cabling, switches, and wireless access issues.
• Support light networking tasks such as patching, port activation, and endpoint connectivity.
• Identify and report recurring network or infrastructure issues to senior IT staff.
• Create and maintain technical documentation, FAQs, and standard operating procedures.
• Contribute to knowledge base articles within Zendesk to improve first-contact resolution.
• Identify opportunities to improve support processes and user experience.

Benefits

• Health, Dental, Vision, and Life Insurance.
• 401K with company match.
• Paid Vacation, Holidays, and Sick Leave.
• Employee Assistance Program.
• Generous Employee Referral Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree