Systems Support Specialist

The Systems Support Specialist will serve as an integral contact for internal technology

support, maintaining and optimizing our property management software platforms, and providing

execution-level support for technology initiatives driven by operational leadership. This is not a

technology direction role. The right candidate brings strong interpersonal and customer service 

skills, a willingness to learn proprietary platforms quickly, and a genuine orientation toward service.

Responsibilities

Internal Help Desk and Staff Support

• Serve as the first point of contact for all internal technology requests from property management staff, regional teams, and leadership.
• Troubleshoot hardware, software, and connectivity issues in a timely and professional manner.
• Maintain documentation for recurring issues and resolutions to reduce repeat escalations.
• Provide an excellent customer service experience for team members with IT requests.

Property Management Platform Administration

• Assist with administering and maintaining the organization's property management software platforms (e.g., AppFolio, Yardi, or equivalent).
• Onboard new users, manage permissions, and configure platform settings as directed by operational leadership.
• Coordinate with software vendors on support cases, feature updates, and training resources.

IT Inventory and Systems Uptime

• Maintain a current inventory of all IT hardware, software licenses, and equipment across the organization.
• Track asset lifecycle, warranty status, and replacement schedules to ensure continuity of operations.
• Monitor and report on systems uptime across critical platforms and infrastructure; escalate and coordinate resolution of outages or performance issues.
• Maintain standards for equipment provisioning, decommissioning, and documentation.

Technology Initiative Execution

• Support the implementation of technology projects scoped and directed by operational team leaders.
• Coordinate with external vendors, contractors, and software providers to ensure timely project delivery.
• Track open items, follow up on dependencies, and communicate status updates to the relevant stakeholders.

Reporting and Communication

• Maintain an organized ticketing or tracking system for all open support requests.
• Provide regular status summaries to operations leadership on open items, recurring issues, and platform performance.
• Communicate clearly and professionally with internal staff at all levels of the organization.

Qualifications:

Required

• Strong written and verbal communication skills with a demonstrated service orientation.
• Comfortable learning and operating SaaS-based platforms without extensive technical guidance.
• Highly organized with the ability to manage multiple open requests simultaneously.
• Professional demeanor and the ability to work effectively with non-technical staff.

Preferred

• Bachelor's degree in Information Technology, Management Information Systems, Business Technology, or a related field.
• Experience in a help desk, IT support, or systems administration capacity.
• Familiarity with Microsoft 365 administration, including user management and Teams.

Work Environment

This position is primarily office-based, with standard business hours. The environment is fast-paced and team- driven with frequent collaboration across departments. 

Equal Opportunity Employer

PEM is an Equal Opportunity Employer. All employment decisions are made based on qualifications, merit, and business need without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. We reserve the right to modify this job description at any time.