IT Delivery Associate

Reston Association•Reston, VA

7d•Onsite

About The Position

Are you passionate about making a difference in the community? At Reston Association (RA), we’re committed to enhancing the quality of life for Reston residents through outstanding programs, exceptional services, and dedicated stewardship of the community’s natural and recreational resources. As the community's steward, RA is responsible for maintaining the quality of life in Reston, chiefly by caring for and administering the community's most precious asset - its real property. At RA, our people are at the heart of everything we do. We are seeking an IT Service Delivery Associate to support our staff by delivering reliable, responsive, and user‑focused technology services across the organization. This role serves as the primary point of contact for end‑user technical assistance and works closely with our managed service provider (MSP) under the guidance of the Senior IT Manager to ensure consistent, efficient IT service delivery. The IT Service Delivery Associate plays a hands‑on role in troubleshooting, asset management, onboarding support, and documentation to keep RA’s systems running smoothly.

Responsibilities

Serve as the primary point of contact for end‑user technical support, providing Tier 1 and Tier 2 deskside and remote assistance.
Create, manage, and monitor IT service tickets in collaboration with the managed service provider (MSP), ensuring timely resolution and accurate documentation.
Escalate complex technical issues to the MSP or Senior IT Manager as appropriate.
Support onboarding and offboarding by preparing user accounts, system access, and IT equipment.
Manage user accounts and access in Entra ID/Active Directory and third‑party applications.
Troubleshoot and resolve hardware, software, telephone, voicemail, and conference room technology issues.
Image, configure, deploy, and maintain computers and IT equipment for new and existing users.
Maintain accurate IT asset inventory, including routine physical audits and equipment organization.
Support technology needs across all facilities and event spaces.
Develop and maintain SOPs, user guides, and training materials.
Deliver technology onboarding and training sessions for new employees.
Assist the Senior IT Manager with IT projects, operational improvements, and documentation.
Support preparation of materials for the RA Board of Directors and IT Committee as needed.
Participate in rotational on‑call coverage and perform other assigned duties.