Technical Support Specialist
- Compensation
- $55K–$65K
- Location
- Ann Arbor, MI
- Work setup
- Hybrid
- Seniority
- Junior
- Employment
- Full time
- Experience
- 0+ years
- Category
- It support
- Posted
Skills
Must have
- 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.
Nice to have
- 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.
Full 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.
Location: Ann Arbor (Hybrid)
Compensation: $55,000–$65,000 plus bonus potential
Schedule: Full-Time, Hybrid
Essential Duties and ResponsibilitiesTechnical 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.