IT Support Specialist

**Please note: We are not accepting 3rd party, referral, W2, or C2C resumes from vendors for this opportunity.**

IT Support Specialist

Location: Northern Virginia

Status: Exempt / Full-Time

Job Description

The IT Support Specialist is a strategic and technical individual responsible for overseeing enterprise-wide IT systems, help desk operations, and application support—particularly focused on the Yardi product suite and Microsoft 365 environments. This role combines hands-on technical expertise with leadership in process optimization, user support, and systems administration. The analyst will serve as a key escalation point for technical issues, lead cross-functional initiatives, and ensure alignment between technology capabilities and business needs across residential and commercial portfolios.

Duties & Responsibilities

• Administer and support Microsoft 365 cloud environment including Teams, SharePoint, and Azure.

• Manage Entra ID/Active Directory accounts and user provisioning across platforms.

• Troubleshoot hardware/software issues across PCs, mobile devices, tablets, and peripherals.

• Configure IT devices for secure operation and maintain inventory of IT assets.

• Support VOIP telephony, network troubleshooting, and escalate to vendors as needed.

• Maintain Cisco Webex Control Hub user data.

• Use ticketing systems like ServiceNow to assist users and manage requests.

• Produce training documentation and provide end user training.

• Execute and monitor IT systems projects from start to finish.

• Assist with monthly data entry of invoices.

• Support end users in daily software troubleshooting including but not limited to MS Office Suite, Teams, SharePoint, Yardi, Adobe Acrobat, and other organizationally used software.

• Support onboarding, product setup, and implementation cycles.

• Ability to learn new software and systems when needed to support the organization.

• Assist with configuration and adjustments to IT systems to improve efficiency and performance.

Yardi Help Desk

• Serve as escalation point for high-priority Yardi-related cases and technical issues.

• Provide support to users for key issues with regards to their daily Yardi functions.

• Maintain system compliance and integrity through security role management and process documentation.

• Collaborate with business units to align Yardi capabilities with operational needs.

• Monitor help desk performance using platforms like ServiceNow.

• Respond to inbound support requests via help desk platform, phone, email, or chat.

• Troubleshoot and resolve technical issues related to the platform.

• Document, prioritize, and track all inquiries and issues in the help desk ticketing system.

• Guide stakeholders through platform features and provide training or advice.

• Stay up to date on new features and product updates within the Yardi product suite.

• Collaborate with internal support teams to resolve technical challenges.

Education & Experience

• Associate's degree in Information Technology or related field preferred.

• 2 years of experience in Information Technology.

• Solid working knowledge of current network technologies, including Microsoft 365.

• Strong knowledge of Active Directory.

• Strong knowledge of Yardi user provisioning and application support.

• Experience with workstation and software support.

Qualifications

• Ability to work both independently and in a team-oriented, collaborative environment.

• Strong analytical and problem-solving skills.

• Capable of assisting with network, server, and VOIP telephony support.

• Willingness to work on-site to provide support.

• Willingness to travel to local properties throughout Northern Virginia.

• Strong written and verbal communication skills.

• Strong interpersonal skills, attention to detail, and self-motivation.

• Ability to collaborate effectively with users, management, and cross-functional teams.