It Operations Assistant

Columbia Association, headquartered in Howard County, Maryland, is known for engaging our diverse community, cultivating a unique sense of place, and enhancing the quality of life in Columbia, Maryland, all thanks to the efforts of our remarkable team members. If you share in our passion for teamwork and our vision, we want you to fast-forward your career with us at Columbia Association.

The IT Operations Assistant provides comprehensive administrative support to the IT department, ensuring efficient operations and effective communication. This role involves managing financial duties, asset management, document lifecycle management, service delivery triage, support, and technical writing. The candidate will serve as a point of contact for various administrative and technical support tasks, ensuring smooth and efficient IT operations.

• Provide administrative support for the IT department, including answering telephones, managing correspondence, and following up on operational commitments.
• Utilize the Financial ERP for budgeting, accounting and purchasing responsibilities, including preparing bids and RFPs for IT services.
• Manage multiple filing systems, databases, records, and reports.
• Provide excellent customer support and address customer issues to resolve them in a timely and efficient manner.
• Serve as a point of contact for various incidents and support requests associated with Tier‑I support requests.
• Assist in the evaluation and problem identification, first contact resolution, ticket routing, documentation, and user follow‑up.
• Provide end‑user support for troubleshooting and remediation of enterprise systems, including hardware, operating system upgrades/repairs, email, system and file access, software installs/repairs, and other related tasks.
• Compose and disseminate corporate‑wide communications and end‑user documentation.
• Maintain and update corporate‑wide end‑user documentation.
• Manage the document lifecycle, including creation, review, approval, distribution, and archiving of documents.
• Develop and maintain SOPs and guidance documents.
• Perform technical writing duties to support documenting processes, SOPs, and guidance documents.
• Manage asset intake, inventory, audits, and disposal, ensuring accurate tracking and reporting of IT assets.
• Participate in regular reviews of support processes and contribute to continuous improvement initiatives.

• Proficiency in Microsoft 365 productivity tools (Teams, Word, Excel, PowerPoint, etc.).
• Effectively assist as a technical resource with all general support initiatives.
• Interact with team members in developing new service programs and in efficiently providing services offered.
• Perform helpdesk duties including Call Center responsibilities & trouble ticket completion.
• Support in developing and delivering training to team members.

• High school diploma or equivalent; a degree in Information Systems or a related field is preferred.
• Minimum 2 years of previous executive office experience, preferably with IT Operations background.
• Experience providing technical customer support on the phone, online, and in person.
• Proficiency in Microsoft 365 productivity tools (Teams, Word, Excel, PowerPoint, etc.).
• Knowledge of help desk functions and service request/management systems.
• Excellent organizational skills and the ability to manage multiple tasks/initiatives simultaneously.
• Strong writing and verbal communication skills.
• Experience with budgeting and purchasing policies and procedures including requisitioning, purchase order (PO) management, receiving, and reporting.
• Ability to establish and maintain effective working relationships with others.
• Technical writing skills to support documenting processes, SOPs, and guidance documents drafting and document lifecycle management.
• Ability to analyze and solve problems.
• Must have a strong drive to provide excellent customer service with an awareness of prioritization of tasks, stakeholders, and time.
• Must have a good driving record and pass Columbia Association’s defensive driving course.

• ITIL 4 Foundation will…