IT Operations Support Assistant

GENERAL PURPOSE OF THE JOB:

The IT Operations Support Assistant is responsible for providing reliable first-level IT support while helping maintain organized, accurate, and audit-ready IT operations records. The role supports employees with routine technology concerns and assists the DTIS team through service request tracking, asset and license monitoring, onboarding and offboarding coordination, vendor follow-ups, documentation, and basic operational reporting.

This position is designed to complement the Sr. Network and Systems Administrator and the Sr. IT Operations Support. It owns repeatable support, coordination, tracking, and documentation activities, while more advanced network, systems, endpoint, access, security, and infrastructure matters remain with senior IT roles. Network administration experience is not required at hiring, but willingness to learn and grow into broader IT operations responsibilities is expected.

DUTIES AND RESPONSIBILITIES

Level 1 IT Support & Service Request Handling

• Serves as the initial contact for routine employee IT concerns and service requests.
• Receives, acknowledge, log, categorize, monitor, and update IT support requests using the approved tracker or ticketing tool.
• Performs basic troubleshooting for Windows laptops/desktops, Microsoft 365 applications, printers, scanners, meeting room peripherals, mobile devices, and common office IT concerns.
• Assists users with basic account access concerns, password reset coordination, software installation requests, device setup follow-ups, and common Microsoft 365 usage issues.
• Provides clear initial guidance to users and coordinate escalation when the issue requires review by Sr. IT Operations Support or Sr. Network and Systems Administrator
• Follows up with users until closure and ensure support records are updated completely

IT Asset, Device & Inventory Coordination

• Maintains updated records of IT assets such as laptops, desktops, mobile phones, monitors, docking stations, accessories, peripherals, and other assigned equipment.
• Tracks asset assignment details including assigned user, department, asset tag, serial number, warranty details, issuance date, return date, condition, and remarks.
• Coordinates device issuance, return, replacement, reassignment, repair pull-out, temporary lending, and disposal documentation.
• Maintains supporting documents such as accountability forms, turnover forms, pull-out forms, warranty records, repair status, vendor service reports, and acknowledgement records.
• Assists in periodic inventory validation, device reconciliation, and reporting of gaps or missing records.

User Onboarding & Offboarding IT Support

• Tracks IT onboarding checklist items such as device preparation status, standard software list, account/access request routing, and user setup readiness.
• Coordinates with HR/Admin and requesting departments regarding new hires, transfers, resigned employees, and related IT requirements.
• Supports offboarding by tracking equipment returns, access removal requests, device condition, pending clearance items, and completion evidence.
• Maintains onboarding/offboarding trackers and file complete supporting documentation.

Software License, Subscription & Access Tracking

• Maintains trackers for Microsoft 365 licenses, assigned software, subscriptions, renewals, and user/license mapping as provided by IT management.
• Tracks approved license assignments, changes, removals, subscription renewals, and related approval evidence.
• Coordinates routine license or access requests with Sr. IT Operations Support or other authorized administrator for execution.
• Assists in preparing basic license usage, upcoming renewal, and cost reference summaries for review

Vendor, Procurement & Service Coordination

• Assists in preparing and organizing IT procurement support documents such as quotation trackers, canvassing files, vendor contact lists, service renewal records, and delivery monitoring sheets.
• Coordinates routine follow-ups with vendors for quotations, warranty claims, repair updates, delivery schedules, subscription renewals, and service reports.
• Tracks procurement and vendor-related status including request date, approval status, vendor response, expected delivery, received items, and pending documents.
• Maintains organized vendor and service provider records for easy retrieval and audit readiness.

Documentation, Reporting & IT Governance Support

• Maintains IT operational trackers, forms, checklists, process notes, support summaries, and documentation folders.
• Prepares basic recurring reports such as open/pending IT requests, aging support items, issued/returned assets, license assignments, upcoming renewals, warranty status, and documentation gaps.
• Assists in organizing records needed for internal review, audit readiness, compliance support, and management reporting.
• Helps standardize and improve routine IT templates, checklists, FAQs, and service communication materials

IT Project, Rollout & Change Support

• Assists the DTIS Manager, Sr. IT Operations Support, and Sr. Network and Systems Administrator with user lists, rollout trackers, scheduling coordination, reminders, and documentation for IT initiatives.
• Helps monitor user submissions, acknowledgements, training attendance, device readiness, issue logs, and follow-up items during rollouts.
• Consolidates basic feedback and support observations after IT changes or deployments.
• Supports user adoption by preparing simple user guides, FAQs, reminders, and basic communication drafts for routine IT changes.

JOB PROFILE

Educational Background

• Must possess a Bachelor's degree in Information Technology, Information Systems, Computer Science, Computer Engineering, or a related discipline.

Professional Background

• Must have at least 1 to 2 years of experience in IT support, service desk, helpdesk, technical coordination, IT asset management, IT administration, or similar support role.
• Experience providing first-level support to office users is required.
• Experience maintaining IT asset registers, license trackers, service request trackers, or equipment accountability records is preferred.
• Experience coordinating with vendors, suppliers, managed service providers, or internal support teams is an advantage.
• Exposure to Microsoft 365, ticketing tools, SharePoint lists, Microsoft Forms, Excel trackers, or similar operational tools is an advantage.
• Prior experience in a corporate office, shared services, property management, leasing, finance, real estate, or professional services environment is an advantage.

Knowledge Requirements

• Basic working knowledge of Windows devices, Microsoft 365 applications, common office software, printers, peripherals, and routine end-user support.
• Basic understanding of IT service request handling, ticket/request tracking, and escalation discipline.
• Basic understanding of IT asset tracking, device accountability, warranty monitoring, and documentation control.
• Basic awareness of onboarding/offboarding support, software license tracking, access request coordination, and vendor follow-up processes.
• Basic awareness of confidentiality, information security, data privacy, and audit documentation expectations in a corporate setting.

Skills Requirements

• Good communication skills, with ability to assist both technical and non-technical users professionally.
• Strong organization and documentation skills; able to maintain accurate trackers, checklists, files, and support records.
• Basic troubleshooting skills for common office IT issues.
• Follow-through and coordination skills; able to monitor pending items and drive closure on routine requests.
• Attention to detail in recording asset, license, vendor, user, and support request information.
• Practical problem-solving skills with good judgment on when to escalate issues.
• Working knowledge of Microsoft Excel, Word, Outlook, Teams, and other common productivity tools.

Ability Requirements

• Ability to manage multiple routine requests and recurring administrative tasks with minimal supervision.
• Ability to work effectively with IT staff, business users, HR/Admin, Procurement, Accounting/Finance, and external vendors.
• Ability to communicate status updates clearly and maintain professional service behavior under pressure.
• Ability to handle sensitive user, asset, access, and operational information with discretion and accountability.
• Ability and willingness to learn new systems, tools, processes, and IT operations practices over time.
• Ability to support a lean IT team by taking ownership of repeatable support, coordination, tracking, and documentation work.

Occupational Safety

• Work is primarily office-based in a standard corporate environment, requiring prolonged sitting and computer use.
• Must observe proper workstation ergonomics and safe work practices.
• Employee must comply with all company health, safety, and security policies during office work, coordination activities, and any authorized site visits.
• Must follow company information security and confidentiality policies when handling employee, device, access, vendor, and business data.

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