IT Support Assistant

Reston Association•Reston, VA

13h•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 actively seeking an IT Support Assistant to join our team! The primary function of this position is to enhance the employee experience by delivering timely, effective technical support across the employee lifecycle. This role plays a key part in maintaining smooth daily operations, supporting staff onboarding, and ensuring that our technology environment remains reliable, consistent, and aligned with organizational needs. The IT Support Assistant will serve as the first point of contact for end user technical assistance, coordinating closely with our managed service provider (MSP) to oversee, escalate, and monitor IT support tickets. This position provides hands‑on troubleshooting at the desktop level, gathers technology needs across facilities, and recommends solutions to keep systems updated. The role is also responsible for documenting resolutions, creating user guides and SOPs, and deploying IT assets across RA locations. This position works closely with the Senior IT Service Delivery Associate under the guidance of the Senior IT Manager to ensure efficient and consistent service delivery. Maintains basic knowledge of all services and operations of RA.

Requirements

Pursuing or holding an Associate’s or Bachelor’s degree in IT/Computer Science, related field, or equivalent experience.
Foundational understanding of information systems, operations management, and IT support principles.
Experience providing first‑tier technical support for desktops, laptops, printers, telephones, and conference room equipment.
Ability to coordinate with a managed service provider (MSP) to create, manage, escalate, and resolve IT support tickets.
Skill in monitoring ticket queues, documenting troubleshooting steps, and ensuring timely updates in a ticketing system.
Experience managing user accounts in Entra ID/Active Directory, including access changes and onboarding/offboarding procedures.
Ability to configure, image, deploy, and maintain computers and IT equipment across multiple facilities.
Working knowledge of troubleshooting hardware and software issues, including telephone/voicemail systems.
Strong communication and interpersonal skills for assisting users with varying technical skill levels.
Ability to create user guides, SOPs, documentation, and training materials that support consistent service delivery.
Experience contributing to new‑hire technology onboarding and supporting technology training initiatives.
Capability to maintain IT inventory accuracy through regular tracking, organization, and weekly physical checks.
Strong organizational skills, including maintaining a clean and well-structured IT workspace and equipment storage areas.
Proficiency with Microsoft 365 applications and comfort working with spreadsheets and word processing tools (Excel and Word preferred).
Reliability, sound judgment, and the ability to follow established procedures, prioritize tasks, and meet deadlines.

Responsibilities

Serve as the first point of contact for end user technical assistance
Coordinate with our managed service provider (MSP) to oversee, escalate, and monitor IT support tickets
Provide hands‑on troubleshooting at the desktop level
Gather technology needs across facilities
Recommend solutions to keep systems updated
Document resolutions
Create user guides and SOPs
Deploy IT assets across RA locations
Work closely with the Senior IT Service Delivery Associate under the guidance of the Senior IT Manager to ensure efficient and consistent service delivery
Maintain basic knowledge of all services and operations of RA