IT Community Technology III

Overview

We’re CCMC, a community management company specializing in master-planned communities. Our vision of inspiring a resident-centric focus is brought to life by our core values:
Integrity, Respect, Service and Community.

The IT Community Technology III role is responsible for providing technical support, troubleshooting, implementation of community-based technology solutions, and serving as a team lead for the Community Application Support team. This role acts as the primary Tier One support for VMS, Smart Webs, Homewise Docs, and other integrated community systems, ensuring smooth operations for CCMC’s 250+ master-planned communities. Additionally, the position includes on-call support responsibilities and is expected to maintain 25% billable time through project-based work and advisory services.

• 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, Smart Webs, 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, Smart Webs, 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.

Minimum Qualifications

• 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%

Preferred Qualifications

• Previous experience supporting VMS, Smart Webs, Homewise Docs, or similar SaaS applications.
• Familiarity with association management software and HOA/community technology.
• Experience in IT incident management and vendor coordination.

• Functional/Technical Skills required working in IT systems
• Executing proposals with advanced scheduling skills for project phases
• Highly adaptable in multiple business settings

• 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.…