IT Support Analyst II

CityWoodland HillsStateCaliforniaJob LocationWoodland Hills Regional OfficePosition TypeRegular

JOB SUMMARY:

The IT Support Analyst II is an experienced technical support specialist at Essex. This role is focused on resolving technical issues and interacting with customers for incidents and service requests called in by end users across the organization. This position is integral in the Company’s support offering and the candidate will be an accomplished technician with extensive experience of the technologies used at Essex.  This role is responsible for supporting users across all areas of the business in a professional manner, and the candidate must be able to schedule their time efficiently and coordinate ticket resolution with end users and team members.

WHAT YOU WILL DO:

Service Delivery

• Respond to all incidents and service requests in a timely manner, achieving service level agreements (SLAs) as established for the department.
• Troubleshoot any Essex hardware or software item that is not performing as expected by the end user.
• Clearly communicate expectations to the customer and consistently meet or exceed those expectations.
• Work to substantially decrease user downtime and reduce costs associated with interruptions to productivity.
• Escalate complex issues that are keeping service tickets from being completed on time.
• Take ownership of issues/tickets and if necessary, involve and coordinate additional resources and follow-up with end users to ensure satisfaction of service.
• Assist a non-technical user community, providing informal training on new devices and software as needed.
• Work with Service Desk team to learn new skills and proactively identify potential issues.
• Uphold Essex’s commitment to service excellence.

Technical Duties

• Perform installs, moves, add, or changes to the equipment and end user devices for the organization.
• Install, test, and demonstrate software packages for end-users.
• Answer user questions and solve system, application software, and hardware problems; escalate as needed.
• Use ticketing system to provide updates on assigned tickets within 3 days.
• Follow provided documentation as needed to complete ticket assignments.
• Other duties as assigned.

WHAT YOU WILL NEED:

• 5+ years of related experience is preferred.
• A+ certification or Microsoft Certification is preferred.
• Advanced technical knowledge of computers and peripherals.
• Advanced understanding of networking standards, troubleshooting, security.
• Experience with current Windows & Office versions.  Prior Macintosh experience is preferred.
• Experience in hardware provisioning, installation, configuration, maintenance, and troubleshooting.
• Oral and written communication skills.
• Ability to work well with others in a team environment.
• Ability to mentor members of the team.

WHAT THE JOB REQUIRES:

• Work is primarily conducted in an office setting. Requires sitting at a desk or workstation for extended periods. Involves the use of standard office equipment such as computers, phones, and printers.
• This role demands availability for five days each week from Tuesday through Saturday. Entails in-person office requirements for a minimum of 2 days per week: Tuesdays and Wednesdays, located at Essex's corporate office in Woodland Hills.
• Must be able to lift 40lbs and be able to move equipment as needed. 
• Occasional travel to Essex properties and corporate locations.

WHAT YOU WILL BRING TO THE TABLE:

• Ability to comprehend and interpret instructions, short correspondence, and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

All full-time regular associates are offered competitive salaries, experience career growth, and are eligible for benefit packages that include medical, dental, vision, paid parental leave, 401k employer match, excellence rewards, wellness programs, and much more. With our Sunday property operations office closures, 10 paid holidays, and 15 PTO days, work/life balance is a priority! Additionally, most positions are eligible for a housing discount of 20%.

Essex provides great communities in which to live, work and invest. We are a purpose-driven company, and we pride ourselves on promoting an internal culture of growth and opportunity by engaging, enabling, and empowering our teams. Working at Essex is not a destination. It is a journey where you can confidently build your career.

The pay range for this position is $31.25 - $43.75 per hour. New hires generally start between $31.25 - $37.50 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs.

This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.