Information Technology, Support Analyst

Job Description:

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.

About Us

Working for Equity Residential (EQR), a leading multi-family real estate investment trust (REIT), means living our purpose: creating communities where people thrive. It means striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we work together. 

Our portfolio of high-quality properties in urban growth markets – New York City, Boston, Washington DC, Seattle, San Francisco, Southern California, and Denver – provides homes where people most want to live, work and play. We've got the best people in the business, as evidenced by our employee engagement scores and customer loyalty ratings. 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 thrive.

Equity Rewards

When you join Equity Residential, you won’t be treated as simply another employee — you will be considered a partner in our shared success. As such, we are committed to investing in your personal success through a benefits program that supports your Total Wellbeing. 

We recognize that everyone has different needs outside of work. That’s why, in addition to a competitive benefits package (medical, dental, vision and paid time off), we offer many unique benefits options to employees, like a comprehensive wellness program, pet insurance, new parent benefits, and paid time off for community service projects. In addition to your next job, you can also find your next home with us! Rent discounts on Equity Residential apartment homes are available to our benefits-eligible employees. The amount of the discount offered is determined based on the market, ranging upwards from 20%. Learn more about our Total Wellbeing program here.

Equity Values

At Equity Residential, like our residents, our employees come from everywhere. A richly diverse work environment captures top talent, cultivates the best ideas, and creates the widest possible platform for success. By focusing on inclusion, these differences are harnessed to create value — in ideas, business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive. 

All aspects of the employment process are merit-based. Every Equity employee is expected to maintain a work environment that is free from discrimination and harassment. Equity Residential does not discriminate against any employee or job applicant because of race, religion, color, creed, sex, sexual orientation, gender, sexual/gender identity/expression, age, pregnancy (including childbirth, lactation or related medical conditions), physical or mental disability, national origin, citizenship status, military (including uniformed service member or protected veteran) status, marital status, genetic characteristic or information, ancestry or any other characteristic protected by law. Equity Residential also prohibits retaliation against individuals who report harassment or discrimination, or participate in investigations into such conduct.