Help Desk Technician; Hybrid

Summary of Position

The Helpdesk Technician is responsible for supporting the Director of Information Technology in maintaining and improving ALCO’s IT infrastructure. This role provides technical assistance to users across the central office and property sites, ensures hardware and software systems operate efficiently and securely, and supports the deployment and maintenance of technology solutions that power day-to-day operations. The Helpdesk Technician plays a critical role in maintaining operational reliability, protecting data integrity, and delivering responsive, service-focused support in a fast-paced, hybrid work environment.

• Provide prompt, professional technical support to end users in accordance with established service level agreements
• Diagnose and resolve hardware and software issues for desktops, laptops, printers, and related devices
• Guide non-technical users through troubleshooting steps using clear and supportive communication
• Escalate complex or unresolved technical issues to senior IT staff as appropriate
• Prepare, configure, and deploy hardware using approved imaging and deployment tools
• Assist in the maintenance, monitoring, and improvement of secure and efficient IT systems
• Ensure systems operate within established cybersecurity and data protection standards
• Maintain and update IT asset management records and documentation
• Document solutions and develop user-friendly guides for recurring technical issues
• Contribute to and maintain the internal IT knowledge base to ensure accuracy and accessibility
• Provide on-site technical support to apartment communities and central office staff as required
• Maintain professional working relationships with employees, vendors, and service providers
• Communicate regularly with end users to provide status updates and ensure issue resolution satisfaction
• Assist with IT projects, system upgrades, and departmental initiatives as assigned
• Perform other related duties as required to support departmental and organizational objectives

Ability to work effectively in a fast-paced, hybrid environment, balancing in-office and remote support responsibilities while managing multiple priorities and service requests. Occasional travel to property sites may be required to provide on-site technical support.

• Minimum of two (2) years of IT support experience in a Microsoft Windows environment required
• Relevant technical certifications (CompTIA, Microsoft, or equivalent) preferred
• Strong proficiency in troubleshooting Windows-based systems, managing user accounts, imaging devices, and supporting networked environments
• Ability to maintain strict adherence to cybersecurity, data protection, and company IT policies
• Strong analytical and problem-solving skills with sound decision-making abilities
• Ability to communicate technical concepts clearly and professionally to non-technical users
• Excellent organizational and time management skills with the ability to prioritize multiple support requests
• Service-driven mindset with adaptability and proactive problem-solving capabilities
• Must be able to work collaboratively with internal teams and maintain professional vendor relationships
• High School diploma or equivalent required; additional technical education or certifications strongly preferred

The salary range for this position is $55,000 – $65,000 annually
. Final compensation will be determined based on experience, qualifications, certifications, geographic considerations where applicable, and internal equity.

In addition to base pay, eligible team members may participate in performance-based incentives where applicable.

ALCO offers a comprehensive benefits package that includes medical, dental, and vision coverage; company-paid life and disability insurance; 401(k) with company contribution; paid time off; and paid holidays.