Technical Support Specialist

McKinley Companies LLC is hiring a Technical Support Specialist to be a dependable first point of contact for IT support across corporate and property teams. This hybrid role in Ann Arbor, MI supports end users with troubleshooting, onboarding, deployments, and ongoing access and security needs, including Microsoft 365, Yardi applications, and AI leasing tools. You will help people succeed by translating technical solutions into clear, plain language.

Compensation: $55,000–$65,000 per year plus bonus potential.

Schedule: Full-Time, Hybrid.

Responsibilities

• Serve as the first point of contact for IT support requests from corporate and property teams, 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 across corporate offices and residential properties.
• Escalate issues beyond the Helpdesk when needed, providing clear documentation and troubleshooting notes.
• Provide friendly, patient, professional support, explaining solutions in plain language.
• Set up, modify, and remove access for Microsoft 365, Yardi, and other business systems.
• Prepare equipment and configure accounts for new hires, and complete same-day offboarding procedures including disabling accounts and recovering equipment.
• Assist with password resets and MFA enrollment.
• Provide first-line support for Yardi applications, including Voyager, CRM IQ, and Maintenance IQ.
• Troubleshoot and document issues involving AI tools used in leasing and maintenance, including Yardi Prospect Agent and ChatIQ.
• Capture screenshots, steps to reproduce issues, and business impact before escalating complex problems to the Systems Enablement team or vendors.
• Support RingCentral users with account setup, device troubleshooting, and basic call routing.
• Help teammates use business applications effectively through one-on-one coaching and short how-to guides.
• Configure, image, deploy, and track hardware while maintaining accurate technology asset inventory records.
• Install and update approved software, then follow up to confirm installations work properly.
• Follow established security practices, including MFA, device updates, and prompt reporting of suspected phishing attempts or security incidents.
• Assist with periodic hardware inventory and user access audits, and support technology setup for properties joining McKinley.
• Support implementations and rollouts, including RingCentral and AI leasing tools, with user testing, training assistance, and go-live support.
• Coordinate equipment moves and technology deployments for office relocations and hardware refreshes.
• Track project tasks, communicate progress, and report blockers or delays to project leads in a timely manner.
• Create and maintain knowledge base articles, SOPs, and troubleshooting guides for recurring issues.
• Identify patterns in support tickets and recommend improvements to reduce repeat issues and increase efficiency.
• Provide occasional after-hours and weekend support for IT emergencies according to the established on-call schedule.
• Perform other duties as assigned.

Requirements

• 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 clearly.
• Strong organizational skills and attention to detail, with the ability to manage multiple tickets and work 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.

Preferred Qualifications

• 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 experience in a residential property environment such as leasing or maintenance.
• Familiarity with basic data tools like Excel, including the ability to identify trends in ticket data.
• Bilingual in English and Spanish.

Technologies

LeenaAI, Microsoft 365, Yardi, Yardi Voyager, CRM IQ, Maintenance IQ, Yardi Prospect Agent, ChatIQ, RingCentral, MFA, Windows, ServiceNow, Jira Service Management, Entra ID (Azure AD), Intune

Working Conditions & Physical Requirements

• Work performed in office settings and at residential properties, including leasing offices, maintenance shops, and equipment rooms; noise levels generally quiet to moderate.
• Hybrid role requiring regular local travel between corporate offices and residential properties throughout Michigan.
• Regularly required to talk, hear, and work at a computer for extended periods.
• Frequently required to stand, walk, use stairs, reach, and handle equipment and tools.
• Must occasionally lift and move up to 50 pounds, including computers, printers, and boxed equipment.
• Must understand and follow applicable safety rules and procedures when working at corporate offices and residential properties.
• Must provide professional, excellent, and efficient service to internal teammates and business partners.