Careers

Job Description

Job Type: Full-time

Kotarides Property Management is seeking a highly motivated, customer service-oriented IT Support Technician to join our collaborative Support Operations team. In this role, you will own our user provisioning process, manage employee lifecycle technical setups, and handle account configurations. When software, licensing, or system issues arise, you will be the go-to resource for triaging and resolving them. By collaborating with our internal technology team and third-party software vendors, you will ensure our systems align with business practices. Your work keeps our on-site and corporate employees connected and operationally stable, driving our number one goal: helping people find homes they love.

Recommended Software Experience: ERP, HRIS, collaboration and communication applications and administration.

Essential Duties and Responsibilities

Customer Service and Internal Solutions Management

• Answer phones, respond to inquiries in the help desk, communicate through e-mail or company-sponsored channels like Microsoft Teams to connect with end-users about their request
• Assist with the daily management and troubleshooting of enterprise applications and services, with a focus on providing timely, responsive end-user support and first contact resolution
• Ask diagnostic questions to find out where users are encountering disruptions in their productivity and walk users through fixes
• Work with end users to triage software, licensing, and configuration issues for daily productivity and mission-critical applications
• Provide application support including user provisioning process (Active Directory, M365), security management, account management, and technical onboarding/offboarding setup
• Provide support for communication tools (Microsoft Teams) and standard web browsers (Chrome, Edge, Safari)
• Monitor applications and core systems to ensure uptime and reliability. These systems are responsible for critical processes such as renter application collection, lease generation, payment processing, renter’s insurance collation, screening, fraud prevention, and more.
• Analyze issue symptoms and occurrences to identify patterns
• Track issues using an ITIL-focused help desk ticketing system (SolarWinds)
• Communicate the status of tickets, collaborate with other members of the helpdesk to escalate as needed
• Work with vendors and developers to escalate, track, and resolve software issues
• Create support documentation and troubleshooting guides to share solutions to common problems in Help Desk knowledge base
• Provide technical support using non-technical terminology while providing a positive customer support experience
• Provide clear and professional written and verbal communication and adhere to Service Level Agreements (SLAs)
• Stay up-to-date with technology trends in the industry

Application Maintenance and Analysis

• Assist with regular software system updates, major version releases, and bug fixes where needed
• Communicate recommendations for improving business processes based on observed trends
• Continually monitor systems for risks and compliance

Qualifications and Job Requirements

A successful candidate will demonstrate the following qualities:

• Basic knowledge of information systems and related analytical, troubleshooting, and organizational skills required
• Strong skills in analyzing software workflows and quickly diagnosing the cause of software disruptions in productivity
• A passion for collaboration and a willingness to work with colleagues toward mutual goals required
• A passion for providing outstanding customer service
• Ability to work independently and excel with minimal instruction, training, or supervision
• A minimum of 2+ years of experience in a similar role (technical support, support analyst, junior or associate application administrator, Help Desk, IT customer service) preferred
• Experience in Property Management or Real Estate operations (Leasing, management, administrator), especially as a technology subject matter expert highly preferred
• Experience with Property Management software, i.e Yardi suite, highly preferred

Pay

• $60,000 - $72,000 per year

Kotarides Property Management is a rapidly growing company with benefits that include paid holidays, vacation time, health, dental, life insurance and 401K participation. Kotarides Property Management is an Equal Opportunity Employer.