Technical Support Specialist

McKinley Companies•Ann Arbor, MI

17d•Hybrid

About The Position

McKinley is hiring an entry-level Technical Support Specialist to provide first-line technology support to corporate and property teams. The role troubleshoots hardware, software, account access, and connectivity issues; prepares technology and accounts for new hires; supports teammates using business platforms; and contributes to IT projects such as onboarding new properties, system rollouts, and equipment deployments. The position is hybrid, based in Ann Arbor, Michigan, with 1–3 days per week in the corporate office and travel to McKinley properties as needed. Compensation is $55,000–$65,000 plus bonus potential. The specialist supports Microsoft 365, Yardi applications and AI tools, RingCentral, and other business systems. The role also involves documenting support procedures, maintaining equipment and access records, following security practices, and identifying recurring support issues. Occasional after-hours and weekend support for IT emergencies is required according to the established on-call schedule.

Requirements

0–2 years of experience in IT support, help desk, or a related technical role; relevant coursework, certifications, internships, and hands-on experience will be considered.
Working knowledge of Windows, Microsoft 365, and common office hardware, including laptops, printers, and mobile devices.
Customer-first approach, careful listening, ability to understand technical problems, and patience with users of all experience levels.
Strong verbal and written communication skills, including the ability to explain technical steps clearly and straightforwardly.
Strong organizational skills and attention to detail, with the ability to manage multiple support tickets and independently follow through on assignments.
Willingness and ability to learn new systems and technologies, including AI tools.
Valid driver's license and reliable transportation to travel between McKinley offices and properties throughout Michigan.
Availability to provide occasional after-hours and weekend support for IT emergencies.
Ability to perform the described essential functions, subject to reasonable accommodations.
Ability to understand and follow applicable safety rules and procedures at corporate offices and residential properties.
Regular ability to talk, hear, and work at a computer for extended periods; frequent standing, walking, stair use, reaching, and handling equipment and tools; occasional lifting and moving of up to 50 pounds.

Nice To Haves

CompTIA A+, Microsoft 365 Fundamentals, or a similar technical certification.
Experience using a ticketing system such as ServiceNow, LeenaAI, or Jira Service Management.
Familiarity with Entra ID (Azure AD), Intune, or basic networking concepts, including Wi-Fi, switches, and VPNs.
Experience with Yardi or another property management platform, or previous work in a residential property environment such as leasing or maintenance.
Familiarity with basic data tools such as Excel and ability to identify trends in support ticket data.
Bilingual in English and Spanish.

Responsibilities

Serve as the first point of contact for IT support requests from corporate and property teams, on-site and remotely.
Log, prioritize, and resolve tickets in LeenaAI within established response and resolution targets.
Troubleshoot laptops, desktops, mobile devices, printers, phones, and network connectivity at corporate offices and residential properties.
Escalate issues beyond the Helpdesk to internal teams or vendors, documenting troubleshooting and relevant details.
Provide friendly, patient, professional customer service and explain technical solutions in plain language.
Set up, modify, and remove access for Microsoft 365, Yardi, and other business systems.
Prepare equipment and configure accounts for new hires; complete employee offboarding procedures, including disabling accounts and recovering equipment.
Assist users with password resets and multi-factor authentication enrollment.
Provide first-line support for Yardi applications, including Voyager, CRM IQ, and Maintenance IQ, and document issues involving AI tools such as Yardi Prospect Agent and ChatIQ.
Capture screenshots, reproduction steps, and business impact before escalating complex issues to the Systems Enablement team or vendors.
Support RingCentral users with account setup, device troubleshooting, and basic call routing.
Coach teammates on business applications and prepare short how-to guides.
Configure, image, deploy, and track hardware; maintain accurate technology asset inventory records.
Install and update approved software and confirm installations are working properly.
Follow security practices, including MFA and device updates, and promptly report suspected phishing attempts or security incidents.
Assist with periodic hardware inventory and user access audits.
Set up devices, accounts, phones, and network connectivity for properties joining McKinley.
Support system implementations and rollouts through user testing, training assistance, and go-live support.
Coordinate equipment moves and technology deployments for office relocations and hardware refreshes.
Track project tasks, communicate progress, and report blockers or delays to project leads.
Create and maintain knowledge base articles, standard operating procedures, and troubleshooting guides.
Identify patterns in support tickets and recommend improvements to reduce recurring issues and increase efficiency.
Provide occasional after-hours and weekend support for IT emergencies according to the established on-call schedule.
Perform other duties as assigned.