The IT Senior Support Analyst reports to the IT Service Manager and acts as a liaison between our customers, software developers, network engineers, application analyst and vendors to make sure customer computer system needs are met. The successful candidate will embody and work to reinforce MAA s Core Values. Those values include:

• Appreciating the uniqueness of each individual
• Communicating openly and with integrity
• Embracing opportunities
• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

1) Support Portal

• Investigates software problems and identifies changes needed to system configuration; partners closely with business customers to ensure computing needs are met via logging, prioritizing, troubleshooting and resolving system problems.

• Provides software installations, upgrades, documentation and training as needed; works with business units (e. g., Management, Region, Corporate) to install and maintain new applications.

• Reviews appropriate logs and activity to identify common issues and negative trends across the population of assigned programs.

• Ensures customer service expectations are met as outlined in established Service Level Agreements.

• Makes recommendations on developing innovative and cost-effective solutions to customer problems.

• Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.

2) Infrastructure Support

• Works with the property teams to facilitate connectivity to the corporate network via WAN, MPLS or Citrix and performs standard environment problem solving techniques for other data and voice network services.
• Provides analysis, implementation, maintenance and support for a majority of enterprise-wide networking systems; develops updates and audits network documentation.
• Identifies, diagnoses and resolves more complex problems affecting network performance.
• Schedules and coordinates installation and maintenance of standard systems on the network.
• Submits purchase requests for PC life-cycle planning activities; maintains hardware inventory records for all company computers

3) Network Security

• Serves as the first level of network security; creates new user accounts based on Sarbanes-Oxley (SOX) requirements.
• Assigns user security based on a combination of job requirements and Active Directory group policy.
• Removes terminated associates from the Network and all company applications.

4) Other

• Develops and maintains policies and procedures associated with software installation.
• Conducts research on emerging desktop software, hardware and networking with an eye to how new tools will help business processes.
• Performs other related duties as assigned to meet the needs of the business.

Required Qualifications

• Bachelor s degree in IT or Business administration with at least 3 years of work experience in a computer-related field of study required; or an equivalent combination of education and experience required.

Preferred Qualifications

• Previous experience in an IT support role preferred
• Previous experience making user updates in Active Directory preferred

Knowledge, Skills, and Abilities

• Knowledge of Windows Operating Systems and the Microsoft Office installation process
• Knowledge of Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft Structured Query Language (SQL) Server
• Knowledge of Cisco wireless routers and the Citrix XenApp virtual application delivery product
• Skill in computer hardware troubleshooting including monitors, printers and desktop software
• Skill in applying critical thinking, analysis and problem-solving methods
• Skill and ability to clearly and concisely communicate verbally and in writing