Systems Support Associate

About Ackermann Group:

Since 1938, the Ackermann Group has a long history in real estate development and property management that has continued to grow and thrive in the Midwest region. Our guiding principles of collaboration, commitment to a personal approach, and delivering above expectations are paramount to who we are as an organization. We believe in and are dedicated to our employees and invest in passionate individuals who want to be a part of a vibrant and community-focused culture.

What we’re looking for:

We are seeking a Systems Support Associate to join our team at our corporate headquarters in Cincinnati, Ohio. As a Systems Support Associate at Ackermann Group, you will oversee IT technical support functions for the Company, including end-user computing, core enterprise software, and network and security infrastructure Additional responsibilites include:

Yardi Application Support:

• Help desk & triage: Answer incoming support requests, track trouble tickets, and solve user problems.
• System troubleshooting: resolve software errors, ledger discrepancies, and configuration issues or escalate them to Yardi tier 2/3 support.
• Access & Security: Manage user accounts, permissions, and security roles.
• System Updates: Assist with system upgrades, implementations, integrations, releases, and maintenance
• Set up new properties and development projects in Yardi, RENT Café and all Internet Listing Services
• User training: Teach staff how to use Yardi products and create best-practice guides.
• Define informational requirements, design, cost and prioritization of vendor change-orders for customized reporting, automation functions, and resolution to system reporting errors.

End-User Computing Support:

• Diagnose, resolve, or triage employee technical issues with laptops, desktops, mobile phones, printers, and software applications.
• Relationship and contract management of third-party IT consultants and cloud-software providers.
• Supervise contractor configuration of new hardware, software packages, and workstations for new employee onboarding.
• Log, track, and update support requests using helpdesk tools, adhering to service level agreements (SLAs). Route complex, high-tier network or server issues to specialized system administrators.

 Cybersecurity and Network:

• Handle password resets, unlock accounts, and manage basic user access privileges.
• Manage physical access privileges to corporate office and company facilities.
• Track and analyze virus and phishing attacks against Company assets.
• Educate and train users on new, emerging threats and exposures.

The ideal Systems Support Associate will have:

• 1-3 years prior experience providing formal hardware or software support, or similar background in consulting or freelance IT support.  Prior experience in commercial or residential real estate and lease administration a plus
• Minimal vocational accreditation or certification in information technology. An undergraduate degree in information systems, computer science, or relevant field is preferred.
• Basic to proficient competency in Yardi Voyager or similar property management software.
• Strong competency in Microsoft Windows 11 and Office 365.
• Familiarity with basic networking protocols (TCP/IP, VPN), hardware, basic networking and firmware.
• Demonstrated ability to communicate and influence priorities with external vendors.
• Strong patience, clear communication, and customer service orientation when dealing with non-technical users.

We are proud to offer many Benefits & Perks at Ackermann Group including:

• Competitive compensation plus the opportunity to participate in executive bonus plan and equity grants
• Health benefits including medical, dental, and vision insurance
• 401k retirement program with company match
• Paid time off including sick, vacation, holidays, and your birthday! 
• Employee rent discount to live at any Ackermann community 
• Career coaching and development
• Company engagement events