IT Technical Support Analyst

THE COMPANY

Cogir Senior Living, based in Scottsdale, Arizona, proudly oversees a network of senior living communities spanning 11 states nationwide. As a trusted leader in senior housing, we are dedicated to growth while maintaining our commitment to exceptional care for our residents and a supportive, growth-focused environment for our team members.

At Cogir, our culture is rooted in the core values of human focus, creativity, and excellence, which inspire us to continuously improve and achieve excellence in all we do. Join us in our mission to enrich the lives of our residents while building a meaningful and fulfilling career!

WHAT WE OFFER

• Health, Dental, Vision, and Life Insurance.
• 401K with company match.
• Paid Vacation, Holidays, and Sick Leave.
• Employee Assistance Program.
• Generous Employee Referral Program and more.

Reports to: Senior IT Manager

Job Summary

The IT Technical Support Analyst provides front-line and advanced technical support to end users across the organization. This role is responsible for managing support requests through Zendesk, administering user access within Microsoft 365, Yardi, and DSSI, and supporting end-user hardware, printers, and basic network infrastructure. The ideal candidate delivers excellent customer service, resolves technical issues efficiently, and contributes to the stability and security of IT systems.

End-User Support & Ticket Management

• Provide Tier 1 technical support for desktops, laptops, mobile devices, and peripherals.
• Manage, track, and resolve support requests using Zendesk, ensuring timely responses and proper documentation.
• Escalate complex issues to appropriate IT teams or vendors when required.
• Maintain clear communication with users regarding issue status and resolution.
• Other tasks as assigned.

Application & User Administration

• Administer user accounts, permissions, and licenses within Microsoft 365 (including Exchange, Teams, OneDrive, and SharePoint).
• Perform user setup, role assignments, and access management in Yardi and DSSI systems.
• Assist with onboarding and offboarding processes, ensuring appropriate system access and security controls.
• Support password resets, MFA issues, and account troubleshooting across supported platforms.

Hardware, Printer, and Device Support

• Install, configure, and troubleshoot workstations, laptops, and standard IT equipment.
• Provide hands-on and remote support for networked and local printers, including driver installation and connectivity issues.
• Coordinate with vendors for printer maintenance and repairs as needed.
• Maintain accurate inventory records for IT assets.

Networking & Infrastructure Support

• Assist with basic network troubleshooting, including connectivity, cabling, switches, and wireless access issues.
• Support light networking tasks such as patching, port activation, and endpoint connectivity.
• Identify and report recurring network or infrastructure issues to senior IT staff.

Documentation & Continuous Improvement

• Create and maintain technical documentation, FAQs, and standard operating procedures.
• Contribute to knowledge base articles within Zendesk to improve first-contact resolution.
• Identify opportunities to improve support processes and user experience.

CANDIDATE QUALIFICATIONS

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent work experience.
• 2+ years of experience in an IT support or help desk role.
• Hands-on experience using ticketing systems (Zendesk preferred).
• Working knowledge of Microsoft 365 administration.
• Experience supporting business applications such as Yardi and DSSI (or similar ERP/industry platforms).
• Strong troubleshooting skills for Windows environments, printers, and end-user hardware.
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS, switches, Wi-Fi).

Preferred Qualifications

• Experience in a corporate or multi-location environment.
• Familiarity with IT asset management and lifecycle processes.
• Relevant certifications (CompTIA A+, Network+, Microsoft certifications) are a plus.
• Experience with Yardi User Administration 

Skills & Competencies

• Excellent customer service and communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize and manage multiple issues simultaneously.
• Detail-oriented with a focus on documentation and process adherence.
• Ability to work independently and collaboratively within a team.

Work Environment

• Primarily office-based with occasional hands-on support requirements.
• May require occasional after-hours or on-call support depending on business needs.

If you’re looking for a people-focused workplace where innovation and excellence are valued, apply today and grow your career with Cogir!