Service Desk Technician, Level l
Job Description
Rexford Industrial Realty, Inc. (NYSE: REXR) is a leading and rapidly expanding real estate investment trust (REIT) focused on owning, operating, and acquiring industrial properties across key markets in Southern California. With a commitment to excellence and innovation, Rexford Industrial provides state-of-the-art industrial spaces and logistics solutions to its diverse clientele, supporting their growth and success in an ever-evolving market. This is an exciting time for Rexford Industrial and for the people that help make it happen. Join us and be part of a dynamic team at the forefront of the industrial real estate market.
Service Desk Technician, Level l
The Service Desk Technician, Level l is suited for someone who has a unique blend of interpersonal skills and a broad understanding of different technologies including all facets of traditional end-user computing, mobile, system administration, and audio-visual support among other capabilities. You will report to our IT Service Delivery Manager and will provide and deliver IT white glove support for our Employees and Executive leadership. You provide a white-glove service approach to customer service while maintaining a thoughtful attitude. All while providing unparalleled customer service focus on complete resolutions to the technical needs of our employees.
About The Role
- Deliver an exceptional quality of service to our Executive Leadership and employees to ensure prompt service and problem resolution.
- Provide onsite and remote support for Executive Leadership and Employees.
- Establish trust with all employees by performing expert technical support while maintaining confidentiality and showing discretion.
- Must be comfortable with working onsite at our Brentwood corporate office 5 Days a week with an option to be hybrid on certain days.
- Outreach to all our Employees and Executives weekly.
- Ensure that all Executive offices are operating.
- Monitor FreshService Incidents / Service Requests queues and escalate tickets. Ensure the communication for status of Incidents / Service Requests to team, Executives, and Employees.
- Maintain documentation by summarizing Executives interactions and detailing technical steps taken when working with Executives through FreshService ticketing system. (Create Knowledge Base and Solution Articles)
- Handle laptop provisioning, onboarding, offboarding, leave of absence, setting up laptops (PC), and on-site onboarding for new hires.
- Focus on level 1 and level 2 tickets and escalate appropriately.
- Work with IT team on multiple projects.
- Occasional after-hours support.
- You are based at our corporate office in Brentwood and drive to other office locations: Costa Mesa, Inland Empire, San Diego, and Venture on as needed basis.
About You
- Bachelor's degree in Computer Science, Information Technology, or Certifications in a related field.
- 1 - 2+ years of experience working with deskside services with a specific focus on supporting Executive/VIP levels and their assistants.
- 1 - 2+ years of experience supporting internal desktop systems (PC) software and hardware, application training, and overall incident ownership.
- Deliver clear information in technical and non-technical terms based on the audience.
- Proficient level knowledge in Microsoft products, e.g., Windows OS, Active Directory, Enterprise Office 365, Azure, OneDrive, SharePoint, and Teams.
- Proficient level knowledge with basic networking concepts (LAN, WAN, TCP/IP, VLAN, Wi-Fi, DHCP, DNS, and Ethernet).
- Manage expectations while balancing projects with daily accountabilities.
- Work well within a team environment and keep informed on all issues.
Preferred Certifications
- ITIL Foundation Certification, ITIL V4 preferred.
- Dell Certifications
- Comptia Project+ OR CAPM
- Comptia A+
- Comptia Network +
- Microsoft MD-100: Windows 10 or Microsoft Office Specialist: Expert
ADA Requirements: The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: While performing the duties of this job, the employee is required to stand; walk; sit for extended periods of time; use hands to feel, handle, or type; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear. The employee must occasionally lift and/or move or carry up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. Additionally, employee may be required to drive to a property, walk on uneven ground, walk through a construction site, be exposed to dust or fumes and work around machinery or equipment.
Compensation
Rexford Industrial's reward plan includes great compensation packages, bonus eligibility, and long-term stock incentives. The expected hourly rate range for this role is $33.65 to $36.05 (annualized equivalent $70,000 to $75,000), with a 15%% discretionary annual bonus target and stock grant eligibility.* The actual base salary and total compensation offered depend on a variety of factors, which include, without limitation, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location where the job will be performed. The final base salary and total compensation will be described in any offer letter.
What We Offer
- Comprehensive Benefits Package Including Medical, Dental, Vision, & Life Insurance.
- Unlimited Paid Time Off
- Bonus Eligibility & Long-Term Incentives
- 401(k) Employer Match Program
- Professional Development Resources
- Robust Health & Wellness Program
- Volunteer and Community Engagement Opportunities
- Employee Resource Groups committed to Diversity, Equity, and Inclusion.
We are committed to equity in all steps of the recruitment and employment experience. We celebrate diversity and are committed to promoting an inclusive environment for all employees. We do not discriminate on the bases of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability. We strive to be a safe place to ask questions, build professional relationships, and develop careers.
In accordance with the California Consumer Privacy Act (โCCPAโ), Rexford Industrial Realty, Inc. (โRexfordโ) makes the following disclosure: in connection with an application for employment at Rexford, Rexford is collecting the categories of personal information requested in the application for the purpose of evaluating a potential employment relationship with the applicant. Rexford does not sell personal information. To learn more about Rexfordโs privacy policy, please visit https://www.rexfordindustrial.com/privacy-policy
*These stock grants are subject to approval by the Compensation Committee of the Board of Directors, are currently subject to vesting over a four-year period, with 25% of the grant vesting per year, and require continued employment on the grant date and each applicable vesting date. Actual bonus and stock grants are discretionary based on company and/or individual performance determined by Rexford Industrial in its sole discretion, and the amount of any such bonus and/or stock grant may be less or more than the targets (and may be zero). You must remain employed through the payment date of any such bonus and/or vesting to be eligible for payment/vesting.
Date Posted
07/06/2023
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