US Helpdesk Executive

Job Overview

The Help Desk Technician serves as the first point of contact for technical support across Ashford Communities corporate office and property portfolio. This role provides timely, courteous, and effective IT assistance to ensure uninterrupted operations for our communities and corporate teams. This role is based in an office setting in India and provides timely, courteous, and effective IT assistance through virtual support channels. The ideal candidate is service-oriented, detail-driven, and comfortable supporting a multi-location organization across time zones.

Role Competencies

The skills, behaviors, and attributes required for success in this position are the following:

• Ability to identify recurring issues and recommend systemic improvements (automation, configuration changes, training, or process refinement).
• Learning agility and continuous improvement mindset: Quickly learns new technologies, seeks feedback, and applies new knowledge to improve support outcomes and processes.
• Ability to manage and document support requests using ticketing systems: Creates clear, thorough ticket notes, follows escalation workflows, and meets SLAs.
• Security-first support mindset: Understands best practices for identity, MFA, endpoint security, phishing awareness, and least-privilege access.
• Strong documentation habits: Contributes to knowledge articles, SOPs, and repeatable troubleshooting steps; improves self-service.
• Ability to remain calm, professional, and solution-focused during high-volume support periods or outages.
• Comfort supports users remotely with remote access tools and clear step-by-step guidance.
• Comprehensive knowledge with Microsoft 365 admin.

Key Goals & Outcomes

The primary results and business impact this role is responsible for driving are providing front-line technical support by resolving user incidents, provisioning accounts and devices, managing access requests, documenting solutions, and supporting basic IT operations. Their work drives measurable business impact by reducing downtime, improving employee productivity and experience, strengthening cybersecurity and compliance, and ensuring cost-effective use of IT systems and assets.

Current-Year Objectives

• Develop a comprehensive understanding of Ashford Communities’ IT infrastructure, systems, and applications
• Deliver timely, accurate, and effective technical support to employees, minimizing operational disruptions
• Maintain ownership and accuracy of the company’s software inventory
• Assist in the monitoring, maintenance, and troubleshooting of network and telephony systems
• Provide support for Entrata system maintenance, issue resolution, and standardization
• Support the implementation and ongoing maintenance of IT security protocols and controls
• Document IT procedures, workflows, and best practices to promote consistency and efficiency
• Build strong working relationships with internal stakeholders and external vendors
• Contribute to organization-wide Entrata standardization initiatives
• Perform additional duties as assigned in support of IT and business needs

Key Actions & Responsibilities

How this role achieves its goals and contributes to organizational success

• Participate in structured on-the-job training and hands-on learning opportunities
• Review and stay current on technical documentation, user guides, and system manuals
• Communicate effectively with employees to understand issues, set expectations, and deliver solutions
• Prioritize and manage workload to meet service-level expectations and business deadlines
• Proactively seek opportunities to learn and implement new technologies that enhance operations
• Identify, escalate, and recommend improvements for system inefficiencies or recurring issues
• Actively participate in team meetings, providing updates on progress, risks, and challenges
• Support the development and execution of a Entrata standardization strategy.

How This Role Drives Accountability

• Maintain accurate and timely documentation within the IT ticketing system
• Support the development and adherence to Service Level Agreements (SLAs) for issue resolution
• Proactively engage with employees to understand evolving technology needs
• Collaborate with IT leadership to document, implement, and maintain standard Entrata configurations
• Monitor and follow up on adoption of new systems, processes, and technologies.

Challenges & Constraints

• Resistance to change and reliance on legacy processes
• Gaps in system documentation and historical knowledge
• Limited standardization across platforms and properties
• Hardware-related issues requiring coordination with U.S.-based technical support

Primary Stakeholders

• Property office teams
• Property maintenance teams
• Corporate employees
• Third-party vendors and contractors, as needed
• U.S.-based IT Technician
• Performance & Success Metrics

How success in this role is measured

• Average ticket resolution and response times
• Compliance with established IT SLAs
• Number and quality of documented IT processes and procedures
• Successful creation and implementation of standardized Entrata settings
• Security, reliability, and integrity of IT systems and data