Provides support and technical assistance to users for moderately complex issues related to a variety of web applications while meeting defined service level expectations. Provides user application training via web-conferencing. Identifies issues, researches causes and provides solutions for Real Estate Management teams.
Responds to requests for assistance with a variety of accounting software packages used by Real Estate Management teams. Documents issues, resolution or other actions using incident management system. Resolves moderately complex issues, including escalated requests from lower level support staff.
Escalates requests requiring greater level of expertise. Works on projects as defined by supervisor, to include developing requirements, gaining approval to proceed, development and user acceptance. Identifies opportunities to improve software effectiveness by using established processes to initiate a new project/work effort. Performs other duties as assigned.
No formal supervisory responsibilities in this position. May provide informal assistance such as technical guidance, and/or training to coworkers. May coordinate and assign tasks to co-workers within a work unit and/or project.
Four-year college degree in computer science, MIS or related field required. IT or customer service, website development or demonstrated knowledge of web applications related to real estate accounting and/or financial management systems preferred.
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to effectively respond to moderately complex inquiries or requests, and successfully convey and explain system and accounting issues to non-system users. Ability to comprehend, analyze, and interpret documents. Ability to comprehend, analyze, and solve moderately complex problems in standard and non-standard situations involving several options. Requires intermediate analytical and quantitative skills. Advanced knowledge of computer software and hardware (i.e. Microsoft Office Suite Products). Graphic imaging software, HTML5 and CSS3 experience a plus.
Advanced organizational skills, attention to detail, and openness to new ideas and procedures. Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Resolves routine questions and problems, escalates issues to other resources with little guidance. Responsible for setting own project deadlines.