IT Service Operations Analyst bei Equity Residential

 Working for Equity Residential (EQR), a leading multi-family real estate investment trust (REIT), means being part of a community and striving to provide the best in apartment living.  We've got the best people in the business, and our experience shows in our dedication to our residents and in how much we value each other as colleagues. That’s why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to make their mark.

The IT Service Operations Analyst provides direct hands-on and remote IT support, troubleshooting hardware and software issues, mobile platforms (iOS and Android), and administering tools such as Intune, Active Directory, and Azure. The role also includes delivering application support, assisting with audits related to user roles and provisioning, and ensuring adherence to security and compliance standards. In addition, the analyst is responsible for provisioning and managing employee access to critical systems and applications, including onboarding, offboarding, and access modification requests. They will oversee the full lifecycle of support tickets, documenting troubleshooting steps and escalating to the appropriate teams when necessary. Success in this role requires strong technical expertise, attention to detail, and effective collaboration with other IT teams and business stakeholders to deliver secure, efficient, and reliable technology services.

Please note: Our current onsite work schedule requires attendance from Monday through Thursday each week, with remote work permitted on Fridays.

WHO YOU ARE

• Analytical and Creative. You have strong quantitative skills and are comfortable analyzing data, evaluating trends. You like thinking outside the box to come up with smart solutions to new challenges, and you embrace the opportunity to live in the gray.
• Knowledgeable. You have a broad-based familiarity with the latest technologies and systems  
• A Strong Communicator. Your writing and speaking skills are clear, articulate, and effective, demonstrating your ability to interact with and be understood by all levels and various teams across the organization.  In addition, you’re skilled in communicating in a non-technical manner with everyone from end users to senior management and also in a technical manner to other IT professionals. 
• A Problem Solver. You are a creative thinker, who focuses on the problem as stated and gathers information to identify the root cause and achieve an appropriate solution. Your skillfulness in this area helps you determine how to best troubleshoot and support application technologies and systems. You also enjoy the challenge of resolving complex issues and providing guidance to IT business partners and end users.
• Organized, Efficient, and Accountable. You have a keen eye for detail and pride yourself on delivering quality work. You multitask well, re-prioritize accordingly, and meet deadlines consistently. Above all, you are flexible and able to juggle the needs of changing priorities of the business, even if that means an occasional after-hours project. 
• Passionate. Motivated. Eager to Learn.  You are resourceful, ask smart questions, challenge the status quo, and regularly seek to understand. You’re willing to learn a range of technology specialties, based on organizational or business partner needs. And when a special project arises, you volunteer.

WHAT YOU’LL DO

• Provide direct hands-on and remote IT support using Bomgar, including troubleshooting hardware and software issues on Windows 10/11 devices, mobile devices (iOS and Android), and office equipment.
• Administer and support core platforms such as Microsoft Intune, Active Directory, Azure AD, Office365, and Google Workspace (Google Admin, Groups, Vault, MDM, Drive, etc.).
• Provision and manage user access across key systems and applications, including onboarding, offboarding, and access modification requests.
• Perform daily administration duties in Active Directory, Google Admin, including account creation, password resets, group assignments, device management, and document transfers.
• Provision and manage outsourced user accounts in Active Directory and Google Admin.
• Manage and fulfill Google Vault requests in partnership with Legal and Audit teams.
• Execute updates in enterprise applications (e.g., MRI, departmental applications) as requested.
• Independently manage assigned ServiceNow ticket queue by updating and documenting all work, meeting defined SLAs, and ensuring timely response and resolution.
• Oversee full ticket lifecycle: respond to requests, document troubleshooting steps, resolve or escalate issues, and follow up as needed.
• Own the full lifecycle of support tickets by responding to requests, documenting troubleshooting steps, resolving issues when possible, and reassigning or escalating to the appropriate teams with proper follow-up.
• Create and maintain knowledge base articles and technical documentation in ServiceNow to support end users and IT staff.
• Support IT compliance and audit efforts, including SOX quarterly audits and role/access reviews.
• Perform endpoint setups, hardware deployments, and basic in-office troubleshooting.
• Troubleshoot and resolve issues with Google Meet and other conference room technologies.
• Manage Chrome OS devices, including enrollment, organizational unit (OU) management, and shipping logistics.
• Distribute IT support communications and updates to employees, as requested by IT leadership.
• Collaborate with other IT teams to ensure secure, efficient, and reliable technology services.
• Other related duties as assigned.
• Represent the Company in a professional manner at all times.  Consistently maintains a professional, courteous attitude when dealing with customers and coworkers.

PREVIOUS EXPERIENCE AND REQUIREMENTS

• Education & Experience: Associate’s degree or higher in an IT-related discipline preferred; minimum of 1 year of relevant IT or customer service experience preferred.
• Technical Proficiency: Hands-on experience with Active Directory, Windows operating systems, Google Workspace, VPN technologies, Mobile Device Management (MDM), Microsoft Office, Chrome OS, and ITSM platforms such as ServiceNow.
• Communication Skills: Excellent written and verbal communication abilities, with the capability to present complex technical information clearly and concisely to both technical and non-technical audiences.
• Customer Support: Proven ability to provide professional support to end users through phone, chat, email, and in-person interactions.
• Analytical & Problem-Solving: Strong analytical skills with the ability to investigate, evaluate, and resolve complex technical issues methodically.
• Organizational Skills: Demonstrated ability to manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced environment.
• Adaptability: Ability to quickly learn and adapt to new systems, technologies, and processes.
• Customer Focus: Strong commitment to customer service, with the ability to anticipate needs, manage expectations, and ensure a positive end-user experience.
  
   

Pay: $28.00 - $35.00 per hour. 

The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.

Highlights of the wellbeing benefits for Full-time employees include:

• Physical Wellbeing: Medical, dental, vision care and wellness programs
• Social Wellbeing: Paid holidays, annual vacation time, paid sick leave, new parent benefits, adoption assistance
• Financial Wellbeing: Competitive Compensation, 401(k) Retirement Savings Plan, Rent Discounts, FSA/HSA, and company-paid life & disability insurance
• Community Wellbeing: Paid Community Service Hours
• Career Wellbeing: Leadership Development, Tuition Assistance

Learn more about our Total Wellbeing program here.

Equity Residential is an Equal Opportunity Employer. We are committed to equal employment opportunities for all job applicants and employees. No job applicant or employee will be discriminated against because of race, religion, color, sex, sexual orientation, gender, sexual/gender identity, age, disability, pregnancy, national origin, military or veteran status, or any other characteristic protected by applicable law. Equity Residential is committed to hiring a diverse workforce. Equity Residential has a smoke-free workplace environment.