Software Support Analyst

Job Description

Job Description

Description:

Who is Laramar? Founded in 1989, Laramar has grown from a small real estate investment company to a distinguished national real estate investment and property management corporation with a multi-billion-dollar portfolio. For nearly 40 years, Laramar has managed a wide range of properties from high-rise urban to small building to suburban garden-style.

Why should I work for Laramar? Laramar delivers an unparalleled level of service to the real estate industry and our success is attributed to our people. We have a well-trained team of real estate professionals who love their work and honor their commitment to our clients and our residents. If you are seeking a position where your enthusiasm, passion, and creativity are welcome, join the Laramar team!

Are there perks? Yes! Laramar offers excellent medical/dental/vision insurance, flexible spending accounts, Company paid life insurance along with paid short and long-term disability insurance, paid Federal holidays including paid time off from Christmas Day through New Years' Day, a generous paid time off program, remote work-from-home environment, and a 401k with Company match.

We are seeking a Software Support Analyst to join our team. The Software Support Analyst will be part of a small dedicated team of professionals working to provide Laramar associates with a streamlined, modern technology environment.

The Software Support Analyst ensures Laramar software systems are functioning properly at both the company and property levels and provides support to Laramar associates as system issues arise. The role also performs basic IT support functions, including troubleshooting common hardware, software, connectivity, login, and access issues and escalating more complex problems when necessary. We offer the opportunity to solve a wide variety of daily challenges alongside a diverse and committed team of colleagues. This role provides technical support and completes a broad range of requests through the help desk ticketing system, collaborating on resolutions via phone, instant messaging, remote support, and email. The Software Support team administers multiple business systems, including ResMan, Yardi Voyager, Voyager 8, CRM IQ, RentCafe Site Manager, Blue Moon, and more.

RESPONSIBILITIES:

• Operate within the helpdesk ticketing system to assist all users with trouble issues, routine procedures, and knowledge requests
• Maintain an overall positive, helpful attitude when working with end-users
• Provide timely responses in a professional, customer service-oriented fashion
• Diagnose, analyze, and troubleshoot software issues with critical thinking skills to resolve or escalate as necessary
• Perform initial ticket triage, gather relevant details, document troubleshooting steps, and route or escalate requests when needed
• Assist users with password resets, account access, multi-factor authentication, and other basic login or permissions issues
• Provide first-level troubleshooting for approved software, web browsers, printers, monitors, docking stations, headsets, and other common workstation peripherals
• Support basic connectivity and remote-work issues, including Wi-Fi, VPN, and remote-access troubleshooting, and escalate infrastructure issues as appropriate
• Install, configure, and update approved applications and assist users with standard software settings under established IT procedures
• Create and maintain clear ticket notes, knowledge-base articles, setup instructions, and other support documentation
• Help identify recurring issues and contribute to process improvements, user education, and preventative support efforts
• Accurately import large volumes of data, assisting with major transactions (i.e. acquisitions, debt financing, etc.)
• Create users and manage staffing changes in various systems
• Administer additional business software
• Assist with system upgrades, testing, implementations, and maintenance
• Directly responsible for data integrity and accuracy through understanding and application of company policies and standards
• Provide guidance to field and corporate users in system use and functionality to achieve business best practices
• Other duties and ad hoc projects as assigned by the Application Support Manager

QUALIFICATIONS:

• 3+ years Property Management experience (Assistant Manager/Property Manager)
• 2+ years of experience with Yardi Voyager, required
• 2-year degree or 2-3 years of relevant work experience
• Proficient Microsoft Office applications skills, including Outlook
• Strong trouble shooting skills with a proactive approach to problem-solving
• Excellent oral, written and verbal communication skills
• Proven ability to provide outstanding customer service
• Strong attention to detail and a positive work approach
• RentCafe CRM experience and/or help desk experience preferred
• Affordable housing process knowledge preferred
• Experience using third party interfaces such as Utility Billing, Resident Screening, Renter’s Insurance, etc. a plus

SKILLS AND ABILITIES:

• To perform the job successfully, an individual should demonstrate the following competencies:
• Embodies Laramar Core Values
• Excellent organizational and follow-up skills
• Ability to be self-motivated and work independently or with groups to achieve department goals
• Ability to work in a collaborative virtual environment
• Ability to adapt to shifting priorities as issues arise
• Ability to quickly learn and retain information and processes in a variety of software applications
• Additional skills needed include multitasking, phone skills, and time management
• Ability to travel at least once per quarter to the corporate office in Denver, CO for approximately 1 workweek.
• Ability to work Monday through Friday 8 am to 5 pm Mountain Standard Time.

SUPERVISORY EXPECTATIONS:

This role has no supervisory responsibilities.

Physical Demands and Work Environment: (The phrases "occasionally," "regularly," and "frequently" correspond to the following definitions: "occasionally" means up to 1/3 of working time, "regularly" means between 1/3 and 2/3 of working time, and "frequently" means 2/3 and more of working time.)

• The work environment is a home-based office environment. The employee must complete their work satisfactorily in an environment where significant distractions are not an issue and the employee can be focused on work during work hours.
• The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing this job's duties, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms, and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 20 pounds and should do so in a sound and safe manner. This job's specific vision abilities include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Requirements: