Associate, Technology Support

About EQ Office 

EQ Office is Blackstone’s US office portfolio company with best-in-class expertise across acquisitions, asset management, leasing, redevelopment & property operations. EQ’s focus is to create and operate inspiring workplace destinations by offering solutions that blend the best of work, home, and hospitality. Our diverse team of ~160 professionals currently operate a portfolio of over 20 million square feet for over 1,500 customers across major US markets including Atlanta, Boston, Chicago, Los Angeles, New York, San Francisco, and Seattle. 

OneTeam is EQ’s Core Foundation. It's what happens when individuals collaborate across team, function, and time zone. It's that innovative idea that starts to stick when we come together under one roof; it's the desire to be part of something bigger than ourselves, striving to find greater purpose. By sharing best practices across department and region, extending impact beyond work and into our communities, and integrating our foundational principles, we ultimately do better when we operate together.

At EQ Office our culture is centered around OneTeam with the following principles

· Kindness, Respect and Trust

· Merit

· Accountability

· Integrity

· Essential Transparency

· Never be Complacent

· Work Hard and Have Fun

Primary Roles and Responsibilities

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 role will be on-site 5 days per week in our office in New York City - 90 Park Avenue.  

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

Qualifications

• 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
• 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

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. 

Benefits:  The Company provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO).

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.

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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