Senior Systems Support Analyst

Greystar•Tampa, FL

3d•Hybrid

About The Position

The Senior Systems Support Analyst is a senior technical contributor responsible for enterprise hardware and software support, problem resolution, and system maintenance. This role serves as the escalation point for complex incidents and as the audiovisual systems liaison in partnership with a national AV partner.

Requirements

Demonstrated proficiency in word processing, spreadsheet, and database management programs to complete required reports and produce necessary communication materials.
Adherence to standard operating procedures including metrics reporting for measurement of time and quality of worked incidents.
Demonstrated proficiency managing high volumes of support incidents utilizing the current help desk ticketing system.
Experience working as a project resource or with the project management group utilizing best practices.
Demonstrated proficiency in computer hardware, networking and applications used by the Company, computer operating systems, and database, spreadsheet, and word processing programs sufficient to maintain, troubleshoot, and install as needed.
Employment history that demonstrates advanced knowledge regarding the application and usage of an information systems or computer background sufficient to install, maintain, and troubleshoot computer networks, stand-alone computers, and software systems.

Nice To Haves

Knowledge of or experience in on-site property operations to better understand the tasks, activities, and functions performed in the daily operation of the community is preferred.

Responsibilities

Provides service desk support and resolution to end-users who experience issues with software and hardware systems by analyzing problems, determining appropriate solutions, and providing regular maintenance and upgrades as necessary.
Resolves escalated technical requests and assists non-senior peers through education, mentoring and direct support.
Serves as the primary point of contact for escalated audiovisual issues and acts as the internal liaison between the company and its national AV partner for AV upgrades, installations, and ongoing support.
Assess and coordinates technical project work through project management best practices
Participates in testing and evaluating new applications, systems enhancements, programming upgrades, and other systems and applications improvements.
Research and duplicate difficult configuration, compatibility or product defect issues and track results of investigations in appropriate systems.
Tracks, documents and resolves user requests and requirements utilizing the support center call tracking software.
Gathers information and reports on user support issues, trends, and other areas factors related to support issues, and works with appropriate team members to assist in developing solutions that enable greater efficiency and effectiveness; Update the technical support teams with researched and documented solutions
Assist with small group training on systems applications as necessary.
Completes various human resources, financial, administrative, and other reports and analysis, and performs other duties as assigned or as necessary.
Act as lead and/or first point of escalated contact in absence of manager.
Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
Practices proper safety techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/resident injuries or accidents, or other safety issues to appropriate individual(s).
Identifies areas for improvement and offers suggestions to improve efficiency and productivity.
Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilizing other appropriate method(s) to obtain business and professional information, and applies knowledge and practices to area(s) of responsibility.

Benefits

Competitive Medical, Dental, Vision, and Disability & Life insurance benefits.
Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
Generous Paid Time off.
All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays.
Plus your birthday off after 1 year of service!
Additional vacation accrued with tenure.
For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
401(k) with Company Match up to 6% of pay after 6 months of service.
Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
Employee Assistance Program.
Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
Charitable giving program and benefits.