Technical Support Specialist

McKinley Companies; Ann Arbor (MI); Hybrid; USD 42,000 - 54,000; Full time

Job summary

McKinley Companies is seeking an entry-level Technical Support Specialist in Ann Arbor, MI, to be the first line of IT assistance for corporate and property teams. You will troubleshoot hardware, software, and access issues, ensure new hires have gear, and support AI tools used in leasing and maintenance.

The role emphasizes problem solving, strong customer service, and learning new technologies, with a hybrid schedule and travel to McKinley properties as needed.

Qualifications

• 0–2 years of experience in IT support, help desk, or a related technical role.
• Proficiency with Windows, Microsoft 365, and common office hardware.
• Customer-first approach with clear communication and patience.
• Strong written and verbal communication skills.
• Strong organizational skills and independent work habits.
• Willingness to learn new systems, including AI tools.
• Valid driver's license and reliable transportation for travel between offices and properties.
• Availability for occasional after-hours and weekend IT support.

Responsibilities

• Serve as the first point of contact for IT support requests from corporate and property teams, on-site and remotely.
• Log, prioritize, and resolve tickets in LeenaAI within set targets.
• Troubleshoot laptops, desktops, mobile devices, printers, phones, and network issues.
• Escalate complex problems to the Systems Enablement team or vendors with clear notes.
• Provide friendly, patient, and plain-language explanations of solutions.

Skills

Windows

Microsoft 365

Customer service

Communication

Organization

Problem solving

Willingness to learn

Valid driver's license

Travel to properties

After-hours support

Tools

ServiceNow

LeenaAI

Jira Service Management

Yardi

Job description

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, RingCentral, 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.

Essential Duties and Responsibilities

Technical Support & Troubleshooting

• 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.

User Accounts & Access Management

• 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.

Business Systems & AI Tools

• 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 RingCentral 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.

Hardware, Software & Security

• 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.

IT Projects & Implementations

• Set up technology for properties joining McKinley, including devices, accounts, phones, and network connectivity.
• Support system implementations and rollouts, including RingCentral 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 blockers or delays to project leads in a timely manner.
• Create and maintain knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides for recurring issues.
• Identify patterns in support tickets and recommend improvements that reduce recurring issues and increase efficiency.
• Provide occasional after-hours and weekend support for IT emergencies according to the established on-call schedule.
• Perform other duties as assigned.

Qualifications

To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications

• 0–2 years of experience in IT support, help desk, or a related technical role. Relevant coursework, certifications, internships, and hands‑on experience will be considered.
• Working knowledge of Windows, Microsoft 365, and common office hardware, including laptops, printers, and mobile devices.
• A customer‑first approach, with the ability to listen carefully, understand technical problems, and remain patient with users of all experience levels.
• Strong verbal and written communication skills, including the ability to explain technical steps in clear, straightforward language.
• Strong organizational skills and attention to detail, with the ability to manage multiple support tickets and follow through on assignments independently.
• Willingness and ability to learn new systems and technologies, including AI tools.
• Valid driver's license and reliable transportation to travel between McKinley offices and properties throughout Michigan.
• Availability to provide occasional after‑hours and weekend support for IT emergencies.

Preferred Qualifications

• CompTIA A+, Microsoft 365 Fundamentals, or a similar technical certification.
• Experience using a ticketing system, such as ServiceNow, LeenaAI, or Jira Service Management.
• Familiarity with Entra ID (Azure AD), Intune, or basic networking concepts, including Wi‑Fi, switches, and VPNs.
• Experience with Yardi or another property management platform, or previous experience working in a residential property environment, such as leasing or maintenance.
• Familiarity with basic data tools, such as Excel, and the ability to identify trends in support ticket data.
• Bilingual in English and Spanish.

Working Conditions & Physical Requirements

The work environment and physical demands described below are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in office settings and at residential properties, including leasing offices, maintenance shops, and equipment rooms. Noise levels are generally quiet to moderate.
• This is a hybrid position requiring regular local travel between McKinley corporate offices and residential properties throughout Michigan.
• Regularly required to talk, hear, and work at a computer for extended periods.
• Frequently required to stand, walk, use stairs, reach, and handle equipment and tools.
• Must occasionally lift and move up to 50 pounds, including computers, printers, and boxed equipment.
• Must understand and follow applicable safety rules and procedures when working at corporate offices and residential properties.
• Must provide professional, excellent, and efficient service to internal teammates and business partners.