IT Help Desk Analyst

Bernstein Management Corporation • Bethesda, MD

15h • $65,000 - $75,000

About The Position

Bernstein Management Corporation (BMC) has been a regional leader in real estate management for 70 years. BMC's investment affiliate is a fully discretionary, private real estate fund with assets valued at over $2.0 billion, low leverage and significant capacity to make additional investments. Focusing exclusively on the Washington D.C. metropolitan area, the portfolio currently includes 90 properties representing over 5,800 residential units and 4.0 million square feet of commercial space including office, retail and industrial assets. BMC's team of over 250 industry professionals manage the portfolio with a hands-on, vertically integrated approach. For more information, visit bmcproperties.com. The Help Desk Analyst provides hands-on, frontline technology support for both corporate and property management teams, ensuring reliable and responsive service for systems that drive daily operations across the portfolio. This role is responsible for triaging, troubleshooting, and resolving issues involving hardware, software, networking, and property systems - while maintaining strong, service-oriented relationships with users at all levels.

Requirements

• Bachelor's degree, or equivalent professional experience.
• 2+ years of IT help desk or technical support experience, ideally in real estate, property management, or multi-site operations.
• Competent with Windows 10/11, Microsoft 365, Teams, Teams Phone, SharePoint, and basic networking.
• Competent with Networking Infrastructure, Microsoft Entra ID (Azure AD)
• Competent with managing ticketing systems such as Ninja or Jira.
• Experience in managing or coordinating with third-party technology vendors (ISPs, surveillance, access control, property tech).
• Understanding of ITIL principles and process-driven service delivery.
• Excellent communication, customer service, and problem-solving skills.

Nice To Haves

• Working knowledge of property management systems (e.g., Yardi) preferred.
• CompTIA A+, Network+, or Microsoft 365 Fundamentals certifications are a plus.

Responsibilities

• Serve as the first point of contact for IT support across corporate and property locations via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues, escalating when appropriate to senior IT staff or vendors.
• Support core business platforms including Microsoft 365, Conferencing Technologies, Teams Phone, SharePoint, and Yardi.
• Manage new hire setup, equipment provisioning, and onboarding in coordination with HR and Facilities.
• Maintain accurate ticket updates, asset records, and troubleshooting documentation.
• Perform user account management tasks (password resets, group membership, license assignment, and access requests) within Microsoft Entra ID (Azure AD).
• Support and maintain endpoint devices: laptops, desktops, and mobile devices.
• Assist with basic network troubleshooting for ISPs, Meraki switches, firewalls, and access points.
• Coordinate with property technology vendors, including Surveillance, ISPs, and access control providers.
• Support vendor management activities such as ticket escalations, service requests, and billing coordination with Telco, ISPs, and other technology vendors.
• Identify and contribute to IT process improvement initiatives and ensure consistency with ITIL best practices.
• Participate in on-call rotation or scheduled after-hours maintenance as needed.
• Other duties as trained for and are qualified to do.

Benefits

• At BMC, we know that work/life balance is not just important, it's necessary. As a member of our team, your experience will be valued, and your hard work will be rewarded with a generous benefits package including paid time off, medical plan options, 401K match with immediate vesting, rent discount at BMC properties, paid volunteer leave, gym membership contributions, and company-wide social outings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level