Information Technology Support Analyst

Equity Residential; Chicago (IL); Remote; USD 100,000 - 125,000; Full time

Job summary

Join a forward-thinking company as an IT Application Support Analyst, where your analytical skills and problem-solving abilities will shine. In this fully remote role, you will support enterprise-level applications, ensuring seamless functionality and user satisfaction. Collaborate with diverse teams, enhance your technical expertise, and contribute to continuous improvement initiatives. Enjoy a culture of community and support, with comprehensive wellbeing benefits that prioritize your physical, social, and financial health. This is your chance to make a meaningful impact while advancing your career in a dynamic environment.

Benefits

Medical, dental, and vision care

Paid holidays and vacation time

401(k) Retirement Savings Plan

Tuition Assistance

Paid Community Service Hours

Qualifications

• 1-2 years of IT experience in customer service preferred.
• Ability to manage complex issues and provide support via phone, chat, and email.

Responsibilities

• Provide first-level support for end users through various channels.
• Analyze and troubleshoot application and technology issues.
• Contribute to knowledge base documentation for team efficiency.

Skills

Analytical Skills

Communication Skills

Problem Solving

Customer Service

SQL

Education

Associates Degree in IT

Tools

Active Directory

Windows OS

Google Workspace

VPN

Microsoft Office

ServiceNow

MRI Residential Management Software

Job description

Working for Equity Residential (EQR), a leading multi-family real estate investment trust (REIT), means being part of a community and striving to provide the best in apartment living. We've got the best people in the business, and our experience shows in our dedication to our residents and in how much we value each other as colleagues. That’s why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to make their mark.

The IT Application Support Analyst is responsible for the ongoing support, maintenance, and optimization of enterprise-level business applications. This role serves as a critical liaison between end-users and technical teams, ensuring seamless application functionality and user experience. Key responsibilities include diagnosing and resolving technical issues, providing end-user training and guidance on new features or system updates, and facilitating cross-functional communication to address business requirements and system enhancements. The analyst also contributes to continuous improvement initiatives by identifying opportunities to streamline processes and enhance application performance in alignment with organizational goals.

Note: This is a fully remote position and is open to qualified candidates located anywhere within the United States, regardless of geographic location.

WHO YOU ARE

• Analytical and Creative. You have strong quantitative skills and are comfortable analyzing data, evaluating trends. You like thinking outside the box to come up with smart solutions to new challenges, and you embrace the opportunity to live in the gray.
• Knowledgeable. You have a broad-based familiarity with the latest technologies and systems
• A Strong Communicator. Your writing and speaking skills are clear, articulate, and effective, demonstrating your ability to interact with and be understood by all levels and various teams across the organization. In addition, you’re skilled in communicating in a non-technical manner with everyone from end users to senior management and also in a technical manner to other IT professionals.
• A Problem Solver. You are a creative thinker, who focuses on the problem as stated and gathers information to identify the root cause and achieve an appropriate solution. Your skillfulness in this area helps you determine how to best troubleshoot and support application technologies and systems. You also enjoy the challenge of resolving complex issues and providing guidance to IT business partners and end users.
• Organized, Efficient, and Accountable. You have a keen eye for detail and pride yourself on delivering quality work. You multitask well, re-prioritize accordingly, and meet deadlines consistently. Above all, you are flexible and able to juggle the needs of changing priorities of the business, even if that means an occasional after-hours project.
• Passionate. Motivated. Eager to Learn. You are resourceful, ask smart questions, challenge the status quo, and regularly seek to understand. You’re willing to learn a range of technology specialties, based on organizational or business partner needs. And when a special project arises, you volunteer!

WHAT YOU’LL DO

• Serves as first-level support for end users through ServiceNow tickets, emails, chat, and phone calls.
• Manages prioritization, resolution, and follow-up for user problems using available resources, escalating more complex issues to Sr. IT Support Analysts, the Manager of Application Operations, and other IT Application teams.
• Communicate and use critical thinking to gather appropriate information from end users for testing or recreating, escalating, and resolving issues.
• Analyze, identify, troubleshoot, and log all reported applications, Windows OS, and other related technology issues to diagnose root causes. Making sure to document all troubleshooting steps followed within the ticket work notes.
• Execute SQL SELECT statements to view stored application data to help identify possible data issues.
• Contribute to and maintain knowledge base documentation for team processes and procedures and team training materials to maximize and improve internal efficiency and end-user experience.
• Collaborates with other team members, leadership, and/or Business Partners when necessary to resolve uncommon, complex, or high-priority incidents.
• Represents the Company in a professional manner at all times. Consistently maintains a professional, courteous attitude when dealing with residents, coworkers, and the general public.
• Performs other duties as assigned.

PREVIOUS EXPERIENCE AND REQUIREMENTS

• Associates Degree or higher in IT relevant discipline (Preferred), 1- 2 years IT relevant (Preferred) in customer service.
• Demonstrable experience with Active Directory, Windows OS, Google Workspace, VPN, Microsoft Office, and ServiceNow.
• Excellent written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences
• Ability to provide support to the customers via phone, chat, and email.
• Ability to write and execute basic SQL queries
• MRI Residential Management software or similar application experience preferred.
• Strong analytical and organizational skills.
• Must be able to work efficiently and methodically.
• Customer-focused, with an ability to understand and manage customer expectations.
• Ability to manage complex issues which require evaluation and discovery.
• Ability to manage multiple tasks and projects with ease
• Ability to learn and adapt to new systems and technologies

Licenses/Certification:

• ITIL 4 Foundation a plus

Salary: $28.00 - $35.00 per hour;

The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.

Highlights of the wellbeing benefits for Full-time employees include:

• Physical Wellbeing: Medical, dental, vision care and wellness programs
• Social Wellbeing: Paid holidays, annual vacation time, paid sick leave, new parent benefits, adoption assistance
• Financial Wellbeing: Competitive Compensation, 401(k) Retirement Savings Plan, Rent Discounts, FSA/HSA, and company-paid life & disability insurance
• Community Wellbeing: Paid Community Service Hours
• Career Wellbeing: Leadership Development, Tuition Assistance

Learn more about our Total Wellbeing program here.