What are the responsibilities and job description for the Associate, Technology Support position at EQ Office?
About Us
Recently, EQ Office ("EQ"), ShopCore Properties ("ShopCore"), and Retail Opportunity Investments Corp. (ROIC) combined to create a best-in-class, diversified real estate operating platform focused on office and retail assets. As a Blackstone operating company, the organization supports a team of over 250 professionals with expertise across acquisitions, asset management, leasing, development, and property management. The company operates approximately 15 million square feet of commercial office space and nearly 20 million square feet of retail centers. Both portfolios span 45 U.S. markets, including Atlanta, Boston, Chicago, Los Angeles, New York, San Francisco, Seattle, and Portland.
The company fosters a collaborative culture built on the principle of OneTeam. This means individuals work together across teams, functions, and time zones to achieve shared goals. OneTeam is the desire to be part of something bigger than yourself – and striving to find greater purpose. The company creates a more innovative and fulfilling environment by sharing best practices and focusing on driving a positive impact for employees, customers, and communities.
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Role Summary
We are looking for an IT Associate to work across the entire company, vetting, fixing, and escalating roadblocks that arise with our various platforms, hardware, and networks. Will interface with the Revantage Service Desk(support service provider) on escalated user issues. Cares deeply about users and employees maintaining optimum productivity and connectivity. Other duties include installing and troubleshooting hardware, software, printers, wireless devices, and operating system problems for personal computers inside the multiple environments we support.
This will be based on-site 5 days per week in our office in Santa Monica, CA.
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Essential Job Functions
- Research, resolve, and respond to questions received via telephone, self-service, email, voicemail, callbacks, and walk-ups in a timely manner, in accordance with the current IT service level agreements
- Install new and recycled PCs and various hardware upgrade components. This includes swapping old/new computers for customers in a break fix environment.
- Acquire and maintain current knowledge of the relevant hardware and applications used by EQ Office
- Install, configure, and troubleshoot network components for all networked personal computers and printers for EQ Office
- Perform PC operating system and software installation and performance tuning including, but not limited to, memory optimization, and software application settings (standard and custom)
- Catalog all Users HW/SW in Asset management System
- Manage HW lifecycle for EQ team
- Use ServiceNow software to create, edit, update and close work order tickets and customer profiles as needed
- Work in conjunction with Revantage Service Desk specialists and other support EQ team in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction
- Coordinate disposal of all IT Endpoint related equipment
- Provide enterprise level workstation management including compatibility testing, update distribution, reporting compliance and troubleshooting
- Maintenance and advancement of desktop management services including remote control, software distribution, asset management, and virus protection services
- Maintain “SOE’s” (Start Of Employment) and “EOE’s” (End Of Employment) of user accounts and endpoints
- Troubleshoot or set up Microsoft365 Admin center applications (Entra, Intune, Sharepoint, Exchange online, Teams, etc)
- Other Duties as assigned
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Qualifications and Technical Competencies
- 3 years hands-on experience with technology troubleshooting, prefer service desk background
- Bachelor's degree or equivalent work experience
- A generalist skillset or even that mindset will flourish here. It won’t matter what system you are fixing or administering, you will figure it out
- Will connect the dots on individual issues that may indicate a larger problem
- Ability to self-direct work and resolve severe issues without assistance; and escalate when needed
- System integration experience and knowledge of Microsoft Active Directory, Exchange, Office 365, MS Teams, Windows Server 20XX, Windows 7/8/10, iOS, Android, etc.
- Installation and support experience with MS Office and various assorted software applications
- Efficient and available to assist all local users and remote traveling users
- Up to 25% travel required, sometimes at short notice
- Must be able to be available for a nights/weekend on-call rotation
- Excellent customer service and communication skills
- Work well with others and individually to complete projects effectively
- Ability to juggle multiple, competing priorities
- While performing the duties of this job, the employee must regularly lift and/or move up to 50 pounds
- Experience managing enterprise call queue/help desk
- Previous experience with site mobilization and demobilization
- Experience with ITIL service strategy
Preferred:
- Mobile device management and iPhone
- Cloud Printing
- Encryption (i.e. BitLocker) and VPN client
- CompTIA A Certification
- CCNA Certification
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Benefits& Compensation
Benefits: The Company provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO).
Base Salary Range: $105,000 - $120,000. This represents the presently-anticipated low and high end of the Company’s base salary range for this position. Actual base salary range may vary based on various factors, including but not limited to location and experience.
The additional total direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.
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Closing
EEO Statement
Our company is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our employment decisions are based on individual qualifications, job requirements and business needs without regard to race, color, marital status, sex, sexual orientation, gender identity and/or expression, age, religion, disability, citizenship status, national origin, pregnancy, veteran status and or any other legally protected characteristics. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email recruiting@eqoffice.com
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Salary : $105,000 - $120,000
