Role Description The IT Analyst – Support plays a critical role in ensuring the seamless operation of the organization’s technology environment. As the first point of contact for technical support, this role directly impacts employee productivity by providing timely solutions for software, hardware, and networking issues. Working closely with the IT Support Team Manager and collaborating with cross-functional teams, the IT Analyst delivers responsive, detail-oriented, and customer-focused service that supports the company’s broader goals. This position requires someone who is both innovative in identifying process improvements and supportive in assisting end users with training and troubleshooting. The IT Analyst – Support contributes to a cohesive work environment by ensuring consistent communication, documenting resolutions, and maintaining strong relationships across the organization. At its core, this role is dedicated to enhancing operational efficiency and supporting the company’s technology-driven success. Qualifications - Bachelor’s degree in Information Technology, Computer Science, or related field preferred. - 1-3 years of IT support experience, including telephone and email support for software and hardware issues. - Proficiency with Windows OS, Microsoft Office, and other standard desktop applications. - Knowledge of networking protocols and fundamentals. - Experience with O365 preferred. - Knowledge of VOIP phone systems a plus. - Familiarity with Yardi property management software and/or residential real estate industry experience a plus. - Strong troubleshooting and problem-solving abilities. - Ability to communicate technical information to non-technical users. - Superior customer service skills with excellent telephone etiquette. Requirements - Serve as the first point of contact for all end user support requests, including software, hardware, and networking issues. - Provide timely diagnosis, resolution, and documentation of issues in the ticketing system. - Deliver exceptional customer service through clear communication and professional support, including managers and executives. - Install, upgrade, and maintain end user software applications. - Provide support for standard software, including Microsoft Office, Windows OS, O365, and the company intranet. - Assist in training end users on tools and applications as needed. - Work collaboratively with IT team members and other technical personnel across departments. - Communicate effectively with business leaders and key stakeholders regarding technical solutions and updates. - Follow departmental standard operating procedures and meet SLA requirements. - Assist with documentation updates to ensure accuracy and alignment with evolving processes. - Identify and recommend improvements to IT support processes and procedures. - Tasks or duties not outlined in this job description may be required to contribute to the organization's success and efficiency. Benefits - Employee referral payment program - Educational Enhancement Program - Tuition Reimbursement - Medical, Dental, and Vision benefits - Life/ AD&D Insurance - Paid Parental Leave - Long and short term disability - Retirement Plan - 401(k) Plan - Volunteer & Community Service Opportunities - Discount on an apartment at any one of our properties

• Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems. • Provide professional customer service and timely resolution or escalation of issues. • Perform user data corrections and respond to questions. • Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices. • Send more complicated user issues to appropriate hierarchy for troubleshooting. • Learn fundamental operations of commonly used software, hardware and other equipment. • Accurately log all service requests and document resolutions using call tracking software. • Educate end users on appropriate system use and share technology best practices. • Exercise patience and professionalism during stressful situations.

• Take ownership of the end-to-end employee technology lifecycle — onboarding, offboarding, device provisioning, account setup, and access management — building a process that's seamless, secure, and scalable for a growing team. • Manage Scribe's device fleet, including laptop procurement, imaging, configuration, deployment, and returns, using Apple MDM tooling and Kandji to keep all endpoints enrolled, configured, and compliant. • Own day-to-day administration of access management, including user provisioning/deprovisioning, SSO app management (Okta), MFA configuration, and periodic access reviews. • Serve as the primary point of contact for internal IT support, troubleshooting hardware, software, and connectivity issues for both remote and in-office employees with speed and empathy. • Own SaaS tool administration across Scribe's technology stack — managing licenses, tracking usage, evaluating new tools, and ensuring cost-efficiency and compliance. • Partner with the Information Security team to maintain and strengthen security controls, including device encryption, patching, endpoint protection, and user access governance. • Support SOC 2 compliance efforts by maintaining internal IT controls, documenting security practices, and collaborating on audit readiness. • Manage relationships with outsourced providers for office infrastructure, including physical network (e.g. WAN/WLAN, IDF/MDF, VLAN), AV systems, badge access, and related vendor coordination.

• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. • Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/ or service requests. • Troubleshoots and resolves technical problems, escalates to support resources. • Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations. • Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s). • Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. • Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources. • Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. • Must be able to provide clear, concise, information through written and verbal communications. • Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. • Conducts problem determination for incidents/ problems involving medium to moderately high complexity using documented procedures and available tools. • Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors. • Take part in mentoring process. • Comprehensive knowledge of all site standard equipment and facilities. • Advanced knowledge of non-standard but commonly used products including escalation procedures. • Is able to partner with internal IT operations and external vendors to solve technical problems