• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives • Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat • Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction • Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk) • Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner. • Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite • Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence • Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction • Collaborates with internal support teams to resolve challenges • Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture • Develops regular and thorough status communications for senior leadership and stakeholders • Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

• Provide technical support to end users on a variety of computer hardware and software issues. • Troubleshoot and resolve problems with computer hardware and software. • Install and configure new hardware and software. • Provide Active Directory support, including creating and managing user accounts, groups, and permissions. • Provide Citrix support, including troubleshooting and resolving issues with remote user sessions. • Follow standard documented Help Desk operating procedures and update procedures when directed by team. • Accurately log all Help Desk communications using the Helpdesk ITSM tools. • Escalate issues as necessary to appropriate escalation points. • Provide training to end users on computer hardware and software. • Work independently and as part of a team. • Communicate effectively with both technical and non-technical audiences.

• Serve as the primary application owner for Presidio’s OneStream platform, ensuring stability, performance, and data integrity • Lead, mentor, and develop a team of OneStream analysts; set priorities and provide technical guidance and code reviews • Design, configure, and develop OneStream solutions, including business rules, calculations, workflows, dashboards, and reports • Independently develop and maintain complex functionality supporting close, planning, of OneStream Specialty Planning solutions (People Planning (PLP) and Sales Planning (SLP)) models and registers • Partner with Finance, FP&A, and HR stakeholders to translate business requirements into scalable OneStream designs • Support monthly close, consolidation, forecasting, planning, and PLP/SLP cycles, including issue resolution and performance tuning • Manage system enhancements, upgrades, testing, and deployments in coordination with IT and external partners • To provide architectural expertise for new business requirements, from a design and implementation perspective • Establish and maintain application governance, documentation, security, and best practices • Ensure compliance with SOX and internal control requirements related to OneStream • Identify and drive opportunities for automation, standardization, and continuous improvement

Role Description As an IT Support Engineer II, you will use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions. You are able to troubleshoot and resolve issues remotely. You are able to manage large projects with minimal guidance that affect multiple locations. You are able to resolve customer issues in time of crisis to get them working again. You are actively expanding your scope of knowledge by learning about software design patterns, data structures, AWS technologies, and distributed systems concepts. You must possess good written and oral communications skills and the ability to deal effectively with people in a wide variety of situations. This will be an evening/night shift role to provide support on a global team. Key Job Responsibilities - Troubleshooting difficult IT Problems without SOPs - Plan and coordinate change management tasks - Collaborate with internal teams or vendors to execute projects - Lead continuous improvement efforts - Audit the quality of work performed and provide constructive feedback when necessary - Automate manual tasks; create/improve small tools that help make team operations more efficient - Be the first point of escalation - Participate in hiring, training, and development of others Qualifications - 4+ years of technical support experience - 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience - Bachelor's degree in IT, computer science or equivalent - 3+ years of supporting a Windows server environment experience - Experience supporting video conference and teleconference equipment Company Description Operations is at the heart of Amazon’s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OpsTech IT provides nonstop global IT support to Amazon Operations as a vital piece to the puzzle. We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Together, we take ownership for what we do — whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Operations facility, or supporting our Global Logistics system delivering packages directly to customers.