Specialist – Business Technology Support

Alexandria Real Estate Equities, Inc
August 5, 2022
Pasadena, CA
Job Type


Specialist - Business Technology Support

Location Pasadena, CA

Job Function Information Systems & Technology

Employment Status Regular, Full-Time

Apply Now (https://phe.tbe.taleo.net/phe03/ats/careers/v2/applyRequisition?org=ALEXANDRIARE&cws=40&rid=1146)

Alexandria Real Estate Equities, Inc. (NYSE:ARE) is an urban office REIT uniquely focused on world-class collaborative science and technology campuses in AAA innovation cluster locations. Alexandria pioneered this niche in 1994 and has since established a dominant market presence in key locations, including Greater Boston, San Francisco, New York City, San Diego, Seattle, Maryland, and Research Triangle Park. Alexandria is known for its high-quality and diverse tenant base. Alexandria has a longstanding and proven track record of developing Class A assets clustered in urban science and technology campuses that provide its innovative tenants with highly dynamic and collaborative environments that enhance their ability to successfully recruit and retain world-class talent and inspire productivity, efficiency, creativity, and success. For additional information on Alexandria, please visit www.are.com .

We are seeking a Business Technology Support professional. The incumbent will be a highly skilled individual who is highly organized and self-motivated, and the ability to deliver exceptional customer service skills.

The Company is an equal opportunity employer. We are pleased to consider all qualified applicants without regard to race, color, sex (including sexual or gender identity), religion, national origin, ancestry, sexual orientation, age, marital or veteran status, genetic information, physical or mental disability, or medical condition.

Essential Duties and Responsibilities:

  • Perform troubleshooting and identification of applicable problems relating to PCs, applications, and basic network communications

  • Engage throughout the lifecycle of a ticket; including research and communication of status to users

  • Provide administrative support for business applications to end users

  • Work with additional Helpdesk staff to manage ticket assignments and issue resolution

  • Demonstrate superior service to our end user community by proactively communicating and ensuring that desired customer outcomes are achieved

  • Work with Systems Engineers, Information Security and Business Analysts to resolve/escalate problems

  • Support building technology including, but not limited to network architecture, VoIP phones, AV offerings, BMS applications, and server architecture

  • Engage in project-based assignments with system engineers on an as needed basis

  • Research various problems to provide appropriate responses to end users, be able to do basic troubleshooting and assist users through simple procedures

  • Monitor Helpdesk queue (voicemail, e-mail and ticketing system) for support inquiries

  • Provide basic administration of accounts and passwords

  • Mobile device management using centralized control applications (iOS and Android)

  • Departmental purchasing to include order creation, receiving and inventory control of equipment/supplies

  • Provide training for local staff on audio/visual technologies

  • Participate with on-call rotation and occasional evening hyper care

  • Contribute to our Knowledge database by creating Knowledge articles

  • Other duties as assigned

  • Travel to remote offices within the region as needed

Qualifications and Experience:

  • Bachelors Degree in IT or similar field preferred, but not required

  • Microsoft Certified Professional certification (or higher) is a plus but not required

  • Minimum 2+ years of experience in a Help Desk/Service Desk, or similar role

  • Ability to multi-task

  • Highly organized and self-motivated

  • Passion for teamwork and problem solving

  • Be familiar with and capable of supporting and troubleshooting common business technologies, particularly Microsoft products (including Office365)

  • Familiarity with remote access technologies (Citrix, VPN)

  • Deliver excellent customer service onsite and via the telephone/remote applications

  • Effectively manage time and resources

  • Must be well spoken, organized, detailed-orientated, dependable and flexible

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