Systems Support Specialist

Description

Department: Operations

Reports To: Systems & Training Manager

FLSA Status: Exempt

Employment Type: Full-Time, Salary

Location: Corporate Charlotte Head Quarter

Work Location: Hybrid (Primarily Remote with In-Office Requirements)

Position Summary

The Systems Support Specialist is responsible for providing day-to-day support for the organization’s business systems, ensuring data integrity, documenting operational processes, and delivering exceptional internal customer service. This position serves as the first point of contact for system-related questions, troubleshooting, user administration, and operational support while partnering closely with the Systems & Training Manager to improve efficiency, maintain compliance, and support organizational growth.

The ideal candidate possesses strong technical aptitude, excellent organizational skills, and a proactive approach to identifying opportunities for process improvement. This role plays a critical part in supporting property transitions, maintaining system accuracy, ensuring fee transparency compliance, and enhancing the overall employee experience through effective systems support.

Essential Duties and Responsibilities

Systems Support & Help Desk

• Serve as the primary point of contact for internal system-related questions and technical support.
• Receive, prioritize, track, and resolve support requests through completion.
• Troubleshoot software issues and replicate reported errors for internal analysis or vendor escalation.
• Document troubleshooting efforts, resolutions, and escalation details.
• Monitor open support requests to ensure timely resolution and excellent customer service.
• Assist users with navigation and functionality across company software platforms.

System Administration

• Create, modify, maintain, and deactivate user accounts across company systems.
• Manage user permissions and security roles based on organizational needs.
• Maintain accurate user records while ensuring compliance with company security standards.
• Assist with software implementations, updates, testing, and configuration changes.

Data Management & Quality Assurance

• Perform routine data entry, validation, auditing, and cleanup activities.
• Verify system accuracy and identify inconsistencies across software platforms.
• Support data imports, system conversions, and migration activities.
• Conduct quality assurance reviews of property information, fees, amenities, rentable items, FAQs, and website content.
• Assist in maintaining compliance with fee transparency requirements.

Property Transition Support

• Support onboarding and offboarding of management properties.
• Coordinate collection and verification of required operational data.
• Complete transition checklists while ensuring system accuracy prior to property go-live.
• Collaborate with cross-functional teams to ensure smooth property transitions.

Documentation & Process Improvement

• Develop and maintain standard operating procedures (SOPs), process documentation, and reference materials.
• Organize shared files, templates, and operational documentation.
• Identify recurring issues and recommend process improvements.
• Assist in documenting new initiatives, software enhancements, and operational workflows.

Customer Service & Collaboration

• Deliver professional, timely, and courteous support to internal employees.
• Communicate effectively with both technical and non-technical users.
• Collaborate with Operations, Training, Accounting, Marketing, HR, and Property Management teams.
• Escalate issues appropriately while maintaining communication with stakeholders.
• Balance multiple priorities in a fast-paced environment.

Travel

• Travel periodically to corporate offices, managed properties, training events, vendor meetings, or other company locations as directed by management.

Qualifications

Required

• Minimum of 4 years of experience in property management.
• Experience supporting business systems, operational workflows, or enterprise software.
• Experience with Yardi software and related products.
• Strong analytical and problem-solving abilities.
• Excellent customer service and communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities while meeting deadlines.
• Proficiency with Microsoft Office Suite, particularly Excel.
• Ability to create clear and accurate documentation.

Preferred

• Experience with data imports, validation, and cleanup projects.
• Experience supporting software implementations or system conversions.
• Knowledge of multifamily property management operations.
• Experience working within a rapidly growing organization.

Core Competencies

• Customer Focus
• Technical Aptitude
• Attention to Detail
• Problem Solving
• Accountability
• Time Management
• Adaptability
• Collaboration
• Communication
• Process Improvement
• Continuous Learning

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Ability to occasionally lift up to 20 pounds.
• Ability to travel as needed.
• Ability to effectively communicate in person, virtually, and by telephone.

Benefits

Fortis Property Management offers a competitive total rewards package including:

• Hybrid work environment (This position is remote, with periodic in-person attendance at the Charlotte office as business needs require)
• Competitive compensation based on experience and qualifications
• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) options
• 401(k) retirement plan (eligibility per company policy)
• Paid Time Off
• Company-paid Holidays
• Professional development opportunities
• Career advancement within a growing organization

Equal Employment Opportunity

Fortis Property Management is an Equal Opportunity Employer and is committed to creating an inclusive workplace where all employees are treated with dignity and respect. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.