Information Technology - IT Analyst - Support

The IT Analyst - Support plays a critical role in ensuring the seamless operation of the organization’s technology environment. As the first point of contact for technical support, this role directly impacts employee productivity by providing timely solutions for software, hardware, and networking issues. Working closely with the IT Support Team Manager and collaborating with cross-functional teams, the IT Analyst delivers responsive, detail-oriented, and customer-focused service that supports the company’s broader goals. This position requires someone who is both innovative in identifying process improvements and supportive in assisting end users with training and troubleshooting. The IT Analyst - Support contributes to a cohesive work environment by ensuring consistent communication, documenting resolutions, and maintaining strong relationships across the organization. At its core, this role is dedicated to enhancing operational efficiency and supporting the company’s technology-driven success. Essential Duties End User Support

• Serve as the first point of contact for all end user support requests, including software, hardware, and networking issues.
• Provide timely diagnosis, resolution, and documentation of issues in the ticketing system.
• Deliver exceptional customer service through clear communication and professional support, including managers and executives.

System & Application Support

• Install, upgrade, and maintain end user software applications.
• Provide support for standard software, including Microsoft Office, Windows OS, O365, and the company intranet.
• Assist in training end users on tools and applications as needed.

Collaboration & Communication

• Work collaboratively with IT team members and other technical personnel across departments.
• Communicate effectively with business leaders and key stakeholders regarding technical solutions and updates.

Process & Documentation

• Follow departmental standard operating procedures and meet SLA requirements.
• Assist with documentation updates to ensure accuracy and alignment with evolving processes.
• Identify and recommend improvements to IT support processes and procedures.

Additional Duties: Tasks or duties not outlined in this job description may be required to contribute to the organization’s success and efficiency., Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Physical Demands:

• This role requires prolonged periods of sitting at a desk and working on a computer. Occasional standing, walking, and lifting. The role involves frequent use of standard office equipment, such as computers, phones, and printers.

Work Environment:

• Primary work environment: Office (Remote).
• Noise level: Quiet to moderate.
• Work schedule: Monday-Friday.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT Morgan Properties is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to providing reasonable accommodation to qualified individuals with disabilities. MORGAN PROPERTIES VALUES: At Morgan Properties, we enhance the lives of our residents by providing exemplary service, a best-in-class living experience, and a place they can truly call HOME. Our ambition is to transform the housing industry and empower individuals to redefine their American Dream. All employees assist in our mission and vision by demonstrating Morgan PRIDE:

• Passion: A desire to build communities through teamwork and collaboration, combining individual strengths to deliver exceptional results.

• Respect: We support each other, remaining loyal and honest through adversity and challenges.

• Integrity: A commitment to do right by our employees, residents, and communities.

• Diversity: We embrace and celebrate differences.

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• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-3 years of IT support experience, including telephone and email support for software and hardware issues.
• Proficiency with Windows OS, Microsoft Office, and other standard desktop applications.
• Knowledge of networking protocols and fundamentals.
• Experience with O365 preferred.
• Knowledge of VOIP phone systems a plus.
• Familiarity with Yardi property management software and/or residential real estate industry experience a plus.
• Strong troubleshooting and problem-solving abilities.
• Ability to communicate technical information to non-technical users.
• Superior customer service skills with excellent telephone etiquette.

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