IT Operations Assistant

The Arc Montgomery County; Derwood (MD); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Benchmark incentive up to $1000

Job summary

The Arc Montgomery County in Derwood, MD seeks an IT Operations Assistant to provide entry-level technical and operational support across the organization. You will assist with computer deployments, inventory management, routine tech support, conference room setup, and daily IT operations under the IT Operations Lead.

You will coordinate onboarding/offboarding activities, install software, manage assets, and ensure equipment readiness and security.

Qualifications

• Bachelor's degree plus one year of relevant professional experience; or associate degree plus three years of relevant professional experience; or high school diploma or GED equivalency plus five years of relevant professional experience.
• Working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, and Teams, as well as Zoom and general office technology.
• Experience using, or the ability to learn, help-desk ticketing, inventory, asset-management, and departmental recordkeeping systems.
• Ability to review, categorize, prioritize, assign, elevate and monitor requests according to established procedures.
• Strong organizational skills and attention to details, with the ability to maintain accurate records, checklists, reports, and supporting documentation.
• Commitment to high ethical standards, protecting confidential information, and following organizational privacy, security, and technology procedures.
• Effective verbal, written, interpersonal, and computer, and customer-service skills, including the ability to communicate with employees of varying levels of technical experience.
• Ability to read and write fluently in English and understand written and verbal instructions.
• Ability to prioritize multiple assignments, meet deadlines, follow documented procedures, and work independently and collaboratively.
• Ability to travel between agency locations and lift or move technology equipment weighing up to 50 pounds.

Responsibilities

• End User Support & Ticket Coordination: Serve as the first point of contact for routine IT support requests.
• End User Support & Ticket Coordination: Provide first level technical support for computers, printers, mobile devices, Microsoft 365 applications, phones, and other agency technology.
• End User Support & Ticket Coordination: Review incoming support requests, gather missing information, determine ticket priority, and route requests to the appropriate IT team member.
• End User Support & Ticket Coordination: Monitor ticket queues to ensure requests are acknowledged, assigned, and escalated appropriately.
• End User Support & Ticket Coordination: Troubleshoot routine hardware and software issues and escalated complex issues following established procedures.
• End User Support & Ticket Coordination: Deliver professional customer service while communicating with employees throughout the support process.
• Employee Technology Onboarding & Offboarding: Serve as the primary IT liaison for new hires, transfers, leaves, and separations by coordinating approved technology requests with Human Resources, supervisors, and IT staff; routing equipment and access tasks; scheduling equipment pickup, delivery, or return; and maintaining required checklists and records.
• Employee Technology Onboarding & Offboarding: Conduct IT orientation for new employees, including introducing the organization’s technology, security practices, and available IT resources; verifying account access; and assisting with initial logins, password setup, and multi-factor authentication.
• Employee Technology Onboarding & Offboarding: Submit employee offboarding instructions to R3, monitor their progress, and confirm that all required access-removal and technology tasks are completed.
• Device Deployment, Asset Management & Quality Assurance: Prepare laptops, desktops, tablets, mobile phones, and other technology for deployment, ensuring all equipment is fully configured, tested, inventoried, documented, and ready for employee use.
• Device Deployment, Asset Management & Quality Assurance: Install approved software, peripherals, and accessories.
• Device Deployment, Asset Management & Quality Assurance: Perform final quality assurance reviews before equipment is deployed.
• Device Deployment, Asset Management & Quality Assurance: Deliver, install, and verify equipment functionality at agency locations.
• Device Deployment, Asset Management & Quality Assurance: Maintain accurate technology inventory records and track equipment assignments.
• Device Deployment, Asset Management & Quality Assurance: Collect, inspect, clean, and prepare equipment for reassignment or disposal.
• Device Deployment, Asset Management & Quality Assurance: Maintain organized IT storage areas and inventory supplies.

Skills

Microsoft 365 applications

Outlook

Word

Excel

Teams

Help-desk ticketing

Inventory management

Customer service

Education

Bachelor's degree + 1 year experience; or Associate + 3 years; or HS diploma + 5 years

Tools

Ticketing systems

Inventory systems

IT asset management

Job description

For a limited time, all new hires are eligible for benchmark incentive payments totaling up to $1000.00! Please visit the Employee Benefits page on our website for more details.

Under the supervision of the IT Operations Lead, the IT Operations Assistant provides entry-level technical and operational support to employees throughout the organization. This position assists with computer deployments, inventory management, routine technology support, conference room setup, and other daily IT operations. The IT Operations Assistant follows established procedures and works closely with the IT Support Technician, IT Coordinator and IT Operations Lead to ensure employees have the technology they need to perform their jobs effectively.

Job-specific Duties And Responsibilities

End User Support & Ticket Coordination

• Serve as the first point of contact for routine IT support requests.
• Provide first level technical support for computers, printers, mobile devices, Microsoft 365 applications, phones, and other agency technology.
• Review incoming support requests, gather missing information, determine ticket priority, and route requests to the appropriate IT team member.
• Monitor ticket queues to ensure requests are acknowledged, assigned, and escalated appropriately.
• Troubleshoot routine hardware and software issues and escalated complex issues following established procedures.
• Deliver professional customer service while communicating with employees throughout the support process.

Employee Technology Onboarding & Offboarding

• Serve as the primary IT liaison for new hires, transfers, leaves, and separations by coordinating approved technology requests with Human Resources, supervisors, and IT staff; routing equipment and access tasks; scheduling equipment pickup, delivery, or return; and maintaining required checklists and records.
• Conduct IT orientation for new employees, including introducing the organization’s technology, security practices, and available IT resources; verifying account access; and assisting with initial logins, password setup, and multi-factor authentication.
• Submit employee offboarding instructions to R3, monitor their progress, and confirm that all required access-removal and technology tasks are completed.

Device Deployment, Asset Management & Quality Assurance

• Prepare laptops, desktops, tablets, mobile phones, and other technology for deployment, ensuring all equipment is fully configured, tested, inventoried, documented, and ready for employee use.
• Install approved software, peripherals, and accessories.
• Perform final quality assurance reviews before equipment is deployed.
• Deliver, install, and verify equipment functionality at agency locations.
• Maintain accurate technology inventory records and track equipment assignments.
• Collect, inspect, clean, and prepare equipment for reassignment or disposal.
• Maintain organized IT storage areas and inventory supplies.

Qualifications

• Bachelor's degree plus one year of relevant professional experience; or associate degree plus three years of relevant professional experience; or high school diploma or GED equivalency plus five years of relevant professional experience. Thirty (30) relevant credit hours may be substituted for one year of relevant professional experience.
• Working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, and Teams, as well as Zoom and general office technology.
• Experience using, or the ability to learn, help-desk ticketing, inventory, asset-management, and departmental recordkeeping systems.
• Ability to review, categorize, prioritize, assign, elevate and monitor requests according to established procedures.
• Strong organizational skills and attention to details, with the ability to maintain accurate records, checklists, reports, and supporting documentation.
• Commitment to high ethical standards, protecting confidential information, and following organizational privacy, security, and technology procedures.
• Effective verbal, written, interpersonal, and computer, and customer-service skills, including the ability to communicate with employees of varying levels of technical experience.
• Ability to read and write fluently in English and understand written and verbal instructions.
• Ability to prioritize multiple assignments, meet deadlines, follow documented procedures, and work independently and collaboratively.
• Ability to travel between agency locations and lift or move technology equipment weighing up to 50 pounds.