Senior Systems Support Analyst

Greystar Worldwide, LLC • $75K — $95K *
Tampa, FL 33647In-Person
Information Technology
Less than 5 years of experience
5 days ago
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in systems support or similar role
  • Proficiency in help desk ticketing systems and incident management
  • Strong knowledge of computer hardware, software, and networking
  • Experience in project management best practices
  • Ability to manage and resolve complex technical issues
  • Familiarity with audiovisual systems and troubleshooting
  • Demonstrated written and verbal communication skills.

Responsibilities

  • Provide technical support to end-users for hardware and software issues
  • Resolve escalated technical requests and mentor less experienced staff
  • Act as the primary contact for audiovisual support and upgrades
  • Coordinate technical projects using project management methodologies
  • Test and evaluate new applications and system enhancements
  • Research and track complex product issues and their resolutions
  • Document and analyze user requests to improve efficiency.

Benefits

  • Competitive Medical, Dental, Vision, and Disability & Life insurance.
  • Generous Paid Time Off with additional vacation accrued based on tenure.
  • 6-Week Paid Sabbatical after every 10 years of service.
  • 401(k) plan with company match after 6 months of service.
  • Paid Parental Leave and substantial fertility benefits up to $10,000.
  • Employee Assistance Program and additional insurance options.
Full Job Description
JOB DESCRIPTION SUMMARY
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.

JOB DESCRIPTION

Essential Responsibilities
  • 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.


Other Responsibilities

  • 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.


Organizational Responsibilities
  • 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.


Working Conditions
  • Incumbents work in an office and remote environments.


Physical Demands
  • 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.
Required Licenses or Certifications
  • None.


Knowledge, Skills, Abilities
  • Demonstrated proficiency in word processing, spreadsheet, and database management programs to complete required reports and produce necessary communication materials.
  • Adherence to standard operating procedures including metrics reporting for measurement of time and quality of worked incidents.
  • Demonstrated proficiency managing high volumes of support incidents utilizing the current help desk ticketing system.
  • Experience working as a project resource or with the project management group utilizing best practices.
  • Demonstrated proficiency in computer hardware, networking and applications used by the Company, computer operating systems, and database, spreadsheet, and word processing programs sufficient to maintain, troubleshoot, and install as needed.
  • Employment history that demonstrates advanced knowledge regarding the application and usage of an information systems or computer background sufficient to install, maintain, and troubleshoot computer networks, stand-alone computers, and software systems.
  • Knowledge of or experience in on-site property operations to better understand the tasks, activities, and functions performed in the daily operation of the community is preferred.


#LI-BB1

Additional Compensation:

Many factors go into determining employee pay within the posted range including business requirements, prior experience, current skills and geographical location.
  • Corporate Positions: In addition to the base salary, this role may be eligible to participate in a quarterly or annual bonus program based on individual and company performance.
  • Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs.


Robust Benefits Offered*:
  • Competitive Medical, Dental, Vision, and Disability & Life insurance benefits. Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
  • Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure.
  • For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
  • 6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
  • 401(k) with Company Match up to 6% of pay after 6 months of service.
  • Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
  • Employee Assistance Program.
  • Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
  • Charitable giving program and benefits.


*Benefits offered for full-time employees. For Union and Prevailing Wage roles, compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

About Greystar Worldwide, LLC

Greystar Worldwide, LLC Careers

Joining Greystar Worldwide, LLC presents an unparalleled opportunity to become part of a leading team of professionals dedicated to pioneering innovations in the global marketplace. Greystar Worldwide, LLC stands as a beacon of career growth and professional development, offering a plethora of job opportunities across various sectors.

Explore Career Opportunities

Greystar Worldwide, LLC invites talented individuals to explore its diverse range of job opportunities. From internships that provide a solid foundation for future leaders to full-time positions that challenge and expand professional skills, Greystar Worldwide, LLC is a hub for career advancement.

Innovation and Leadership

At Greystar Worldwide, LLC, innovation intersects with leadership, driving the company to new heights in industry standards and operational excellence. Employees are encouraged to lead projects that set benchmarks in technology and service, fostering a culture of continuous improvement and creative problem-solving.

Diversity and Inclusion

With a commitment to diversity and inclusion, Greystar Worldwide, LLC ensures that all team members receive diversity training, promoting an environment where everyone’s contributions are valued. This approach not only enhances team dynamics but also contributes to the company’s robust problem-solving capabilities.

Professional Growth and Development

Career growth at Greystar Worldwide, LLC is not just a possibility—it is a priority. The company supports its employees with unmatched training programs, leadership development courses, and opportunities for networking and professional growth. This commitment ensures that every team member can reach their full potential.

Benefits and Culture

Greystar Worldwide, LLC is renowned for its vibrant culture and comprehensive benefits package designed to support the well-being and financial security of every team member. Employment at Greystar Worldwide, LLC means access to health benefits, retirement plans, and wellness programs that together create a supportive and positive workplace.

Join the Greystar Worldwide, LLC Team

Greystar Worldwide, LLC is actively hiring and looking for individuals who are passionate, curious, and driven to excel. Candidates interested in applying are encouraged to submit their resume and prepare for an interview process that values insight, experience, and a readiness to contribute to a dynamic team.

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Greystar Worldwide, LLC is not just a company—it is a place where careers are made, skills are honed, and professional achievements are recognized and celebrated. Join Greystar Worldwide, LLC to be part of a team that is shaping the future through innovation, leadership, and a commitment to excellence.
Learn more about Greystar Worldwide, LLC
Industry
Real Estate & Construction
* Ladders Estimates

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