Yardi Suite/Entrata Service Desk Analyst

About imkore:

imkore is a premier technology and operations consulting firm committed to improving the business and financial performance of its clients. imkore has unique qualifications in the real estate industry, serving some of the most prominent owners, investors and managers in the commercial and residential segments. imkore specializes in the implementation of leading-edge technology solutions, the design and optimization of industry-specific business processes, and the monitoring and reporting of a company’s business and financial performance. imkore staff has been serving the Real Estate industry for over 30 + years.

About the Role:

***This position is a 1099 Independent Contractor role. Not part-time or full-time. This position is fully remote.***

The position is for a 1st level (or Tier 1) remote support technician as the primary point of contact for users experiencing technical issues. Their main responsibilities include troubleshooting fundamental problems, managing password resets, fulfilling routine service requests, and accurately documenting incidents in a ticketing system before escalating them to 2 Level (or Tier 2) support.

Core Responsibilities:

• First Point of Contact: Receive and respond to user inquiries via phone, email, or chat, in a prompt, professional manner.
• Issue Triage & Troubleshooting: Diagnose and resolve basic problems using established knowledge bases, standard operating procedures (SOPs), and predefined scripts.
• Access & Account Management: Handle account unlocks, password resets, Multi-Factor Authentication (MFA) issues, and basic group/permission changes.
• Ticket Documentation & Escalation: Log call activities, classify incidents, and gather necessary information so that complex or unresolved issues can be smoothly escalated to Level 2 or Level 3 support teams.
• User Provisioning: Help onboard new hires by preparing creating accounts, and guiding users through initial system orientation.
• User Training: Provide users with training as well as a solution is part of the role.

Essential Qualifications & Skills:

• Customer Service: Exceptional interpersonal, empathy, and communication skills to manage frustrated users and ensure high customer satisfaction.
• Problem-Solving: Strong analytical thinking to follow troubleshooting steps, identify the root cause of an issue, and apply standardized fixes.
• Organization: Ability to prioritize tickets, manage response times within Service Level Agreements (SLAs), and multitask in a fast-paced environment.
• Working Virtually: High capacity for work within different domestic and international time zones 

Value-add Skills

• Hardware & Software Support: Assist with the setup, configuration, and basic troubleshooting of desktops, laptops, printers, monitors, and standard applications (e.g., Microsoft 365, VPN clients).
• Technical Knowledge: Foundational understanding of operating systems (like Windows 10/11 or macOS), basic networking (Wi-Fi, VPN), and productivity suites (Microsoft 365 or Google Workspace).

Requirements & Experience

• Experience: Minimum 3+ years prior experience with Yardi Suite(s), Entrata, MRI, and Real Page and any related functional modules either providing support or being part of a supporting team in a corporate environment.
• Knowledge: Real Estate Industry
• Education: High school diploma or equivalent.

Work Location: Remote