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CCMC · 1 day ago

IT Community Technology III

Scottsdale, AZ

Full-time

Hybrid

Mid Level

3+ years exp

CCMC is a community management company specializing in master-planned communities. The IT Community Technology III role involves providing technical support and troubleshooting for community-based technology solutions while leading the Community Application Support team.

ConsultingInformation TechnologyLegal

Responsibilities

Community Software Support & User Assistance

Ensure community staff and managers have proper access to required systems

Assist with user onboarding, account setup, and permissions management

Support training and best practices adoption for community technology

Maintain data integrity and system performance monitoring

Backend Support & Tier One Responsibilities

Serve as Tier One support for VMS, SmartWebs, Homewise Docs, and other integrated community platforms

Provide first-line troubleshooting for software issues, data discrepancies, and access problems

Escalate unresolved or complex cases to Tier Two support, vendors, or internal IT teams

Document common issues and resolutions in a knowledge base to streamline future troubleshooting

On-Call Support & Incident Management

Participate in on-call rotation to provide after-hours support for critical issues impacting community operations

Respond to emergency system outages or security incidents within SLA guidelines

Escalate high-impact incidents to IT leadership and vendors as necessary

Training & Documentation

Develop and conduct training sessions on VMS, SmartWebs, Homewise Docs, and security best practices

Create and maintain knowledge base articles, FAQs, and troubleshooting guides

Assist community managers in leveraging technology to optimize operations

Vendor & Stakeholder Collaboration

Act as a liaison between communities, IT leadership, and software vendors to ensure smooth system performance

Participate in Quarterly Business Reviews (QBRs) with key technology vendors

Provide feedback to vendors on system issues, enhancement requests, and troubleshooting improvements

Leadership & Mentorship

Serve as team lead for the Community Applications Support team, providing guidance, mentorship, and informal supervision of day-to-day tasks

Train and coach Community Support Tech I and II team members to build skillsets and ensure consistent support delivery

Collaborate with IT leadership to improve team workflows, knowledge sharing, and professional development

Key Performance Indicators

Billable Time Contribution: Maintain 25% billable time (Includes project work, advisory, and value-add services)

User Satisfaction Score: Maintain 4.2/5.0 rating on IT Support feedback surveys

Qualification

Community management technologyNetworkingCloud platformsSaaS applicationsIT incident managementVendor coordinationTechnical supportUser assistanceTraining skillsAdaptability

Required

Bachelor's degree or equivalent experience in IT, Computer Science, or Business Technology

3 - 5 years of IT experience, preferably with community management technology

Strong expertise in networking, cloud platforms, and SaaS applications

Ability to work independently and handle multiple priorities in a fast-paced environment

Ability to travel up to 50%

Lifting: Lifting up to 100 lbs

Mobility: Might require ladders, lifts, walking across a community/office

Working conditions: May require working outdoors depending on the requirement of the project with hybrid Office, Sites, or WFH. Hybrid work environment with occasional onsite community visits. On-call support rotation is required, including some evenings and weekends. Must be able to travel as needed to community locations

Personal protective gear: Required when operating a lift on a rare occasion, full body harness which will be paid for by the community project

Extended Sitting or Standing: May be required occasionally dependent on the project/project type. Capability to sit or stand for extended periods during meetings or events

Manual Dexterity: Skills in using technology, including computers, mobile devices, computer systems, and controllers (Cabling/Wiring/terminating cabling)

Driving: Ability to operate a motor vehicle for travel in remote cities outside home base (Scottsdale) which includes rentals. MVR review will be conducted (Please note: We will request and review an MVR at the time of hire and on a periodic basis thereafter to ensure that employees maintain a satisfactory driving status.)

If driving is, or becomes, a requirement of the role, it is required, at all times, that you hold a valid state driver's license for the class of vehicle you are driving, maintain a clean motor vehicle report, and hold current automobile insurance at statutory limits. You must notify Human Resources immediately regarding any change to your motor vehicle standing. CCMC may periodically review motor vehicle reports to ensure compliance with these requirements