American Realty Advisors (ARA) is one of the largest privately held private equity institutional real estate investment managers in the United States, with over $11.2 billion in assets under management as of June 30, 2024.
ARA invests on behalf of institutional investors through core and value-add real estate funds and separate accounts, targeting industrial, residential, retail, and office assets nationwide through direct equity, hybrid debt, mezzanine, and preferred equity structures.
THE ROLE
The Help Desk Administrator position is ARA’s first line of technical support for the firm. The successful candidate possesses an aptitude for working with applications and systems to analyze, diagnose, and resolve technical problems with firm hardware and software. Issues may range from straightforward to more complicated matters. Included in this role is a range of administration duties related to providing effective and efficient technical support. Support coverage spans ARA’s Los Angeles headquarters and remote users at satellite and home offices throughout the United States. This role is based in ARA’s downtown Los Angeles office, and candidates will be expected to be Southern California residents and commute to the office.
ESSENTIAL FUNCTIONS
- Field initial phone calls and emails from staff regarding IT issues and queries.
- Receive, log, and manage support request calls via telephone and email for tracking in the Help Desk system.
- Provide first-line support:
- Troubleshoot technology problems from in-house software to end-user hardware, such as iPhone/Android phones, Laptops, PCs, VOIP Phones, and Printers.
- Escalate unresolved calls to the Senior Support Team.
- Maintain high customer service for all support queries and adhere to all service management principles.
- Address hands-on issues with user devices or video conferencing devices.
- Create user accounts, reset passwords, create groups, etc., in Active Directory.
- Maintain the firm’s Technology Asset Database.
- Help maintain support documentation and create documentation as required.
- Research issues and products as requested and keep up to date on new software and hardware releases.
- Perform other duties as assigned.
CANDIDATE QUALIFICATIONS
Essential Business Experience and Technical Skills:
- Pursuing an associate and bachelor’s degree in computer science, information technology, or a related area of study.
- Microsoft Certified Professional designation preferred.
- Minimum of one year of experience in technical support or analytical positions.
- Experience installing, configuring, and maintaining all manner of computer hardware and associated network equipment required.
- Knowledge of Microsoft software:
- All Windows Operating Systems.
- Office 365 and Office 2016.
- Basic understanding of Active Directory.
- Basic understanding of WebEx, Zoom, or similar video conferencing systems.
- Able to respond to many emails and phone requests that may arrive throughout the day and enter them into the ticketing system.
COMPETENCIES
The ideal candidate for this role will exhibit competency in the areas listed below. At ARA, we see possessing these traits as vital to the success of the position:
- Creative Thinking – An innovative thinker who translates thoughts into actionable items.
- Works Collaboratively – A team player with a commitment to achieving objectives through collective action and communication.
- High Energy – Thrives in a fast-paced, dynamic environment where multi-tasking is essential.
- Models Our Values – Conducts daily business and interactions with mindfulness to reflect ARA’s culture and promote its values and standards.
- Results Driven – Outperforms expectations and promotes the firm’s competitive advantage through an analytical and context-driven approach to problem-solving.
JOB SPECIFICATIONS
- Expected work hours: 8:30 to 5:30, Monday through Friday, with occasional weekends.
- Travel: Business trips with overnight stays may be required. Occasionally may need to drive a personal vehicle for business.
- Work environment and physical demands: General office environment.