Technical Support Specialist

Do you love technology and helping people? At McKinley, our IT team's mission is to give our teammates the technology they need to do what they do best: helping people find homes, taking care of our residents, and taking care of our properties.

As a Technical Support Specialist, you'll be the first point of contact when technology gets in the way for our corporate and property teams. You'll troubleshoot hardware, software, and access issues, ensure new hires have the technology they need from day one, and help teammates get the most out of the platforms they use every day, including Yardi, Microsoft 365, Ring Central, and AI tools for leasing and maintenance.

You'll also contribute to IT projects, including onboarding new properties, rolling out new systems, and deploying equipment. This is an entry-level opportunity with a clear growth path for someone who enjoys solving problems, providing excellent customer service, and learning new technologies.

This hybrid position is based in Ann Arbor, Michigan, with 1–3 days per week in the corporate office and travel to McKinley properties as needed.

• Serve as the first point of contact for IT support requests from corporate and property teams, both on-site and remotely.
• Log, prioritize, and resolve tickets in LeenaAI within established response and resolution targets.
• Troubleshoot laptops, desktops, mobile devices, printers, phones, and network connectivity issues at corporate offices and residential properties.
• Escalate issues beyond the Helpdesk to the appropriate internal team or vendor, providing clear documentation and troubleshooting notes.
• Deliver friendly, patient, and professional service while explaining technical solutions in plain language.

• Set up, modify, and remove access for Microsoft 365, Yardi, and other business systems.
• Prepare equipment and configure accounts for new hires to ensure they are productive on their first day.
• Complete employee offboarding procedures on the day of separation, including disabling accounts, recovering equipment, and confirming access has been removed.
• Assist users with password resets and multi-factor authentication (MFA) enrollment.

• Provide first-line support for Yardi applications, including Voyager, CRM IQ, and Maintenance IQ.
• Troubleshoot and document issues involving AI tools used in leasing and maintenance, including Yardi Prospect Agent and ChatIQ.
• Capture screenshots, steps to reproduce issues, and business impact before escalating complex problems to the Systems Enablement team or vendors.
• Support Ring Central users with account setup, device troubleshooting, and basic call routing.
• Help teammates use business applications effectively through one-on-one coaching and short how-to guides.

• Configure, image, deploy, and track hardware while maintaining accurate technology asset inventory records.
• Install and update approved software and follow up with users to confirm installations are working properly.
• Follow established security practices, including MFA, device updates, and promptly reporting suspected phishing attempts or security incidents.
• Assist with periodic hardware inventory and user access audits.

• Set up technology for properties joining McKinley, including devices, accounts, phones, and network connectivity.
• Support system implementations and rollouts, including Ring Central and AI leasing tools, through user testing, training assistance, and go-live support.
• Coordinate equipment moves and technology deployments for office relocations and hardware refreshes.
• Track project tasks, communicate progress, and report…