Senior Systems Support Analyst

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 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.

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.

• 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.

• 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.

• 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.

• Incumbents work in an office and remote environments.

• 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.