ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 265 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Senior Systems Support Analyst is a senior technical contributor responsible for enterprise hardware and software support, problem resolution, and system maintenance. This role serves as the escalation point for complex incidents and as the audiovisual systems liaison in partnership with a national AV partner.

JOB DESCRIPTION

Essential Responsibilities

• Provides service desk support and resolution to end-users who experience issues with software and hardware systems by analyzing problems, determining appropriate solutions, and providing regular maintenance and upgrades as necessary.
• Resolves escalated technical requests and assists non-senior peers through education, mentoring and direct support.
• Serves as the primary point of contact for escalated audiovisual issues and acts as the internal liaison between the company and its national AV partner for AV upgrades, installations, and ongoing support.
• Assess and coordinates technical project work through project management best practices
• Participates in testing and evaluating new applications, systems enhancements, programming upgrades, and other systems and applications improvements.
• Research and duplicate difficult configuration, compatibility or product defect issues and track results of investigations in appropriate systems. 
• Tracks, documents and resolves user requests and requirements utilizing the support center call tracking software.
• Gathers information and reports on user support issues, trends, and other areas factors related to support issues, and works with appropriate team members to assist in developing solutions that enable greater efficiency and effectiveness; Update the technical support teams with researched and documented solutions
• Assist with small group training on systems applications as necessary.

Other Responsibilities

• Completes various human resources, financial, administrative, and other reports and analysis, and performs other duties as assigned or as necessary.
• Act as lead and/or first point of escalated contact in absence of manager.

Organizational Responsibilities

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
• Practices proper safety techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identifies areas for improvement and offers suggestions to improve efficiency and productivity.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilizing other appropriate method(s) to obtain business and professional information, and applies knowledge and practices to area(s) of responsibility.

Working Conditions

• Incumbents work in an office and remote environments.

Physical Demands

• Incumbents must be able to view computer screens, mobile devices, and other electronic equipment for extended periods of time where visual strain may result.
• Incumbents must be able to push, pull, lift, carry, or maneuver weights of up to fifty (50) pounds independently and one hundred (100) pounds with assistance.
• Incumbents may be required to perform physical actions such as bending, stooping, crawling, and work in other positions necessary to accomplish the installation of computer systems and equipment.
• Occasional travel within the assigned geographic area may be required to assist with set-ups, conduct or attend training classes, or other situations necessary for the accomplishment of some or all daily responsibilities of this position.
• Off-hours support availability as determined by management to meet the business need.

Required Licenses or Certifications

• None.

Knowledge, Skills, Abilities

• Demonstrated proficiency in word processing, spreadsheet, and database management programs to complete required reports and produce necessary communication materials.
• Adherence to standard operating procedures including metrics reporting for measurement of time and quality of worked incidents.
• Demonstrated proficiency managing high volumes of support incidents utilizing the current help desk ticketing system.
• Experience working as a project resource or with the project management group utilizing best practices.
• Demonstrated proficiency in computer hardware, networking and applications used by the Company, computer operating systems, and database, spreadsheet, and word processing programs sufficient to maintain, troubleshoot, and install as needed.
• Employment history that demonstrates advanced knowledge regarding the application and usage of an information systems or computer background sufficient to install, maintain, and troubleshoot computer networks, stand-alone computers, and software systems.
• Knowledge of or experience in on-site property operations to better understand the tasks, activities, and functions performed in the daily operation of the community is preferred.

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Additional Compensation:

Many factors go into determining employee pay within the posted range including business requirements, prior experience, current skills and geographical location.

• Corporate Positions: In addition to the base salary, this role may be eligible to participate in a quarterly or annual bonus program based on individual and company performance.

• Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs.

Robust Benefits Offered*:

• Competitive Medical, Dental, Vision, and Disability & Life insurance benefits. Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.

• Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure.

• For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.

• 6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).

• 401(k) with Company Match up to 6% of pay after 6 months of service.

• Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).

• Employee Assistance Program.

• Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.

• Charitable giving program and benefits.

*Benefits offered for full-time employees. For Union and Prevailing Wage roles, compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

Greystar will consider for employment qualified applicants with arrest and conviction records.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.