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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 escalate complex issues following established procedures.
Deliver professional customer service while communicating with employees throughout the support process.

Employee Technology Onboarding & Offboarding

Coordinate IT onboarding activities to help ensure a smooth first day experience for new employees.
Conduct IT orientation and introduce new employees to organizations’ technology, security practices, and available IT resources.
Serve as the primary IT liaison during onboarding by coordinating with Human Resources, supervisors, and the IT team.
Assist with creating, updating, and disabling user accounts following documented procedures.
Prepare technology equipment, verify account access, and assist employees with initial logins, password setup, and multi-factor authentication.
Maintain onboarding, transfer, and offboarding technology checklists and records.

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 computer hardware, software, Microsoft Windows, Microsoft 365 applications, inventory management, and general office technology.
Strong organizational skills with the ability to maintain accurate documentation, inventory records, and technology asset records.
Commitment to a high standard of ethics and protecting confidential information.
Effective verbal, written, interpersonal, and computer skills.
Ability to read and write fluently in English and have a good understanding of the English language.
Ability to provide excellent customer service and communicate effectively with employees of varying technical experience and skill levels.
Ability to follow documented procedures, prioritize multiple tasks, and work independently as well as part of a team.

The Arc Montgomery County

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IT Operations Assistant