Green Street’s IT Infrastructure team is looking for an IT Analyst II to maintain and improve our technology infrastructure, provide user support, and be the primary technology resource for our internal employees. The IT Analyst II oversees several key functions within the IT department that enable the delivery of a high-quality service to end users including, but is not limited to: technical user support, computer setup, maintenance and service, A/V, assisting with network and infrastructure maintenance, and all other technology needs in the local office and at remote sites. This role also involves assessing internal stakeholder feedback and improving procedures and service accordingly in order to provide an excellent employee technology experience.

• Provide IT support to our global employee base, identifying areas of opportunity and success, and continuously iterating and improving the support desk functionality and overall service offering that Green Street provides to internal users
• Support all IT service/support areas of the organization, seeing things through to completion with comprehensive documentation, while training/informing the other members of the IT team on current initiatives, projects, and tasks
• Handle the escalation of requests from users, delegating where appropriate, and ensuring proper follow up and resolution
• Coordinate with the systems team in developing and implementing systems, processes, and procedures
• Contribute to major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post incident review
• Review, analyze, and evaluate IT systems and deliverables, including (but not limited to) ITIL-focused service desk, audio/video, networking, onboarding/offboarding, and cloud-based software administration
• Configure hardware and software for end users as needed, while creating best-practice documentation and protocols/procedures, then disseminating to the rest of the team
• Ensure meeting room and collaboration technology is maintained to high standards and high levels of availability, along with training services to educate staff on effective usage
• Troubleshoot software problems, upgrade/install software packages, and provide first-class user support, for the entire Green Street internal userbase
• Own the maintenance and updating of distribution lists, shared mailboxes, Microsoft Teams groups, and mail-flow rules, delegating where appropriate
• Maintain network uptime in the Sofia, Bulgaria office, resolving any networking issues and implement best-practice fixes and configuration changes as needed

• A bachelor's degree in a computer related field or 3-4+ years relevant experience required
• Must enjoy problem solving and have excellent communication
• Ability to work autonomously while holding yourself and other team members accountable
• 3+ years hands-on experience with Microsoft Azure Active Directory, 365, Exchange, Intune, and SharePoint
• 2+ years hands-on experience with network configuration, maintenance, and best-practices
• 3+ years of experience with both Windows and Mac OS configuration and support
• Project management experience a plus
• ITIL Foundation certification is a plus
• Microsoft Azure certifications are a plus

Knowledge & Skills

• Strong customer-service skillset: you are a technical person who thrives on helping others
• Strong communication with the ability to present technical concepts to colleagues and staff
• Strong background in promptly answering support related email, chats, and in-person interactions with the utmost customer service and a positive, helpful attitude
• Willingness to learn on your own and from other senior members of the IT team to develop your technical skills
• Advanced knowledge of commonly used concepts, practices, and procedures within the IT field, including a strong background of best practices within IT Infrastructure and user support
• Strong background in optimizing, maintaining, and reporting within helpdesk/ticketing software
• Advanced knowledge of cloud-based infrastructure technologies and applicable best-practices, particularly within the Microsoft cloud suite – Office365, Azure, Azure Active Directory, OneDrive, and SharePoint
• Advanced knowledge in supporting Windows and Mac desktop operating systems
• Strong knowledge of networking systems and technologies, including best practices for routing, configuration, and traffic management
• Advanced knowledge of IAM platforms, including Okta, and how lifecycle management is handled in an IAM environment
• Advanced-level knowledge of VoIP platforms and technologies, including best practices for routing, configuration, and support structure
• Strong background in adhering to SLA requirements, and experience mentoring others to reach their SLA goals within a helpdesk environment
• Ability to multi-task and manage multiple projects and tasks simultaneously, while maintaining a high standard of detail

In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements). Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Green Street will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in Bulgaria without the need for visa sponsorship now or in the future.

The current offer:

• Hybrid Office Model: 3 days per week (Tuesday – Thursday) in office in Sofia, 2 days remote
• Working Hours: 3 days per week 11:00am – 8:00pm, 2 days 9:00am – 6:00pm EEST
• Social Benefits: Additional health & life insurance, food voucher and Multisport card

Green Street is a forward-thinking real assets company at the forefront of transforming the commercial real estate market with cutting-edge predictive analytics, data-driven insights, and actionable intelligence. With over 40 years of expertise, Green Street empowers investors, lenders, banks, and industry stakeholders across the U.S., Canada, Europe and Asia to make optimized investment and strategic decisions. To learn more, please visit www.greenstreet.com.

The success of Green Street is directly attributable to the strength of our people. A diverse and inclusive work environment where top talent can thrive, think freely and offer different perspectives makes our insights even stronger. We’re building a company culture where differences are celebrated and valued.

Green Street is an Equal Opportunity Employer

Green Street does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.