Job Description

The Application Helpdesk Support Analyst I position is responsible for application system helpdesk support for the Yardi system. Strong database administration skills with attention to details for analyzing business processes as it relates to the companys property management/financial application system. Responsibilities also include providing software support to several departments, troubleshooting software application problems, end user support, diagnosing and resolving software issues, and researching and identifying root causes of issues and provide resolution.

• Provides standard level of application and technical helpdesk support to customers and clients for all PM applications systems, integrated and interfacing products, websites, ILS sites, and resident portals in a timely manner to prevent downtime.
• Maintains basic system security, user setups, password resets, user group creations, and permission changes with escalation for major change requests.
• Provides resolution to helpdesk tickets, end-user support, and assistance via phone, remote access, email, etc., as needed.
• Takes initiative to become knowledgeable of all PM system and its functionality, to include but not limited to, Yardi Voyager, Rent Caf CRM, Rent Caf, Affordable, etc.
• Knowledgeable of integrations and connections between PM systems, websites (corporate & property), ILS sites, call centers, and other third-party applications
• Participates, assists, and contributes to the successful implementation of application systems and products; setups, maintenance, problem-solving, and/or troubleshooting.
• Develops a clear understanding of system policies, procedures, processes, and workflows.
• Maintains PM system changes, global and/or property specific, with management approval.
• Performs data entry during all implementations and transitions with minimal guidance.
• Ability to thoroughly review technical issues, identify root causes, and follow through to completion.
• Effective engagement and communication with internal and external customers/clients
• Builds and maintains relationships with intra-departmental groups to support shared service goals.
• Actively contributes to department effectiveness by identifying issues and providing feedback and recommendations for system improvements, solutions, and course of action.
• Effectively organizes, prioritizes, and manages individual workload to ensure successful completion of assigned tasks and responsibilities.
• Strong customer service skills, analytical skills, and attention to detail, required.
• Professional, courteous, and exceptional written and verbal communication skills
• Ability to work as a team and/or individually, as needed.

• Must have a minimum of 2 years experience in a Information Technology role with a client facing aspect, such as within a Help Desk environment
• Must hold an Associates degree in business or technology or have equivalent combination of education/experience
• Minimum 2 years property management experience with proficiency in property management/accounting software (Yardi) is preferred
• 3+ years of application support preferred
• Strong attention to detail and positive work ethic
• Excellent verbal and written communication skills

The above-referenced position summary is a guideline designed to present an overview of the job duties and is not intended to be a comprehensive list of responsibilities and requirements.

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