System Enablement Specialist

McKinley Companies•Ann Arbor, MI

4d•Hybrid

About The Position

McKinley is seeking a skilled and solutions-oriented System Enablement Specialist to support our growing technology infrastructure and enterprise business systems. This role serves as the primary Tier 2 escalation point for complex technical issues, ensuring the stability, integrity, and performance of McKinley's core technology platforms. The ideal candidate enjoys troubleshooting complex problems, improving business processes, and partnering with teammates across the organization to deliver an exceptional technology experience.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent combination of education and experience)
Five or more years of progressive IT support, systems administration, or technical support experience
Experience independently managing a high-volume IT support queue
Strong troubleshooting experience supporting Microsoft 365, Windows environments, Active Directory/Azure AD, networking, and enterprise business applications
Experience working with IT service management (ITSM) platforms and ticketing systems
Strong analytical, organizational, and problem-solving skills
Excellent written, verbal, and customer service communication skills
Ability to manage multiple priorities while working independently and collaboratively

Nice To Haves

Experience supporting Yardi Voyager or similar enterprise property management software preferred
Experience with SQL or querying relational databases preferred
Experience supporting multi-site organizations and cloud-based environments preferred

Responsibilities

Serve as the primary Tier 2 escalation point for complex technical support requests across the organization
Independently manage and prioritize a high-volume IT ticket queue while delivering exceptional customer service
Troubleshoot hardware, software, networking, user access, and Microsoft 365-related issues
Resolve advanced Yardi Voyager issues, including data integrity concerns, workflow breakdowns, and system configuration challenges
Support Yardi products including Voyager, RentCafe, CRM, Chat IQ, and other related applications
Utilize SQL and relational database queries to diagnose and resolve data integrity issues
Identify recurring technical issues and implement long-term, root-cause solutions
Document business processes and technical workflows while recommending opportunities for improvement
Partner with business leaders to optimize system workflows and operational processes
Assist with system implementations, upgrades, testing, and company-wide technology rollouts
Coordinate with third-party software vendors to resolve escalated technical issues
Support Microsoft 365, Windows 10/11, Active Directory/Azure AD, Exchange Online, Intune, Microsoft Teams, and endpoint management technologies
Assist with hardware deployment, endpoint security, and lifecycle management
Maintain compliance with company technology standards and security best practices