Senior IT Analyst - Support

Morgan Properties•Conshohocken, PA

20h

About The Position

The Senior IT Analyst – Support serves as the primary point of contact for end-user technical assistance, ensuring prompt and professional resolution of software, hardware, and networking issues. This role plays a key part in maintaining operational efficiency across the organization by diagnosing and resolving IT challenges, supporting enterprise systems, and enhancing the end-user experience. In addition to providing advanced support, this position contributes to continuous improvement efforts, process documentation, and peer development within the IT Support Team. Acting as a senior resource, the Senior IT Analyst – Support offers guidance on escalated issues, ensures service level agreements (SLAs) are met, and collaborates closely with internal departments to uphold IT service excellence across the company.

Requirements

Bachelor’s degree (B.A.) from a four-year college or university preferred.
Three to four years of related IT support experience, or an equivalent combination of education and experience.
Proven experience providing phone and email support for software, hardware, and networking issues.
Hands-on experience with Windows OS, Microsoft Office Suite (O365), and other standard desktop applications.
Experience with installing, upgrading, and maintaining end-user software applications.
Strong troubleshooting and problem-solving abilities.
Excellent communication and customer service skills with a professional and empathetic approach.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Valid driver’s license required.

Nice To Haves

Familiarity with networking protocols, VOIP systems, and property management software (Yardi) a plus.
Knowledge of the residential real estate industry is beneficial.
Relevant IT certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) preferred.

Responsibilities

Serve as the first point of contact for end users requiring assistance with software, hardware, or networking issues.
Diagnose, troubleshoot, and document incidents and service requests within the ticketing system.
Support and maintain standard software, operating systems, and company intranet applications.
Follow established IT procedures, adhering to SLAs and departmental standards for service quality.
Professionally communicate with employees at all levels, including managers and executives, to ensure timely and effective issue resolution.
Partner with IT personnel across departments to address complex technical challenges.
Participate in weekly team meetings and handoff calls to share insights, discuss recurring issues, and enhance team knowledge.
Provide guidance and mentorship to other IT Support Analysts in troubleshooting and customer service best practices.
Assist with onboarding and training new team members, offering ongoing support on tickets, applications, and internal tools.
Review escalated tickets to ensure proper troubleshooting and documentation before further escalation.
Identify opportunities to improve IT processes and end-user support strategies.
Assist the IT Support Team Manager in developing, updating, and maintaining process and procedural documentation.
Participate in the weekend on-call rotation as required.
Tasks or duties not outlined in this job description may be required to contribute to the organization's success and efficiency.