The Technical Operations Associate supports day-to-day service coordination, reporting, documentation, scheduling, asset management, and technology operations. This role ensures operational tasks are completed accurately and on time while providing responsive service to internal stakeholders and business users.
Working closely with technology teams and support personnel, the associate coordinates service requests, monitors device compliance, maintains accurate records, and follows tasks through completion. The ideal candidate is organized, detail-oriented, and comfortable managing recurring responsibilities and changing priorities in a fast-paced environment.
Duties and Responsibilities
- Review, manage, and prioritize incidents, service requests, projects, and operational tasks within ServiceNow.
- Monitor assigned queues, aging tickets, pending customer responses, and overdue updates to support timely resolution within established service levels.
- Prepare daily operational reports and end-of-day summaries covering completed work, outstanding items, project updates, priorities, escalations, risks, and blockers.
- Coordinate schedules, recurring meetings, reminders, maintenance windows, and follow-up activities.
- Monitor endpoint compliance, device health, and update status using Microsoft Intune and related management platforms.
- Maintain accurate ticket notes, status updates, troubleshooting records, and resolution documentation.
- Create and update operational procedures, knowledge articles, service documentation, and SharePoint content.
- Coordinate workstation deployments, equipment provisioning, hardware replacements, technology refreshes, and device lifecycle activities.
- Maintain inventory and asset records, track equipment, and support audit reviews.
- Coordinate operating system updates, software deployments, device maintenance, and scheduled support activities.
- Create and maintain ServiceNow tickets for recurring work, maintenance activities, and operational initiatives.
- Partner with internal teams to ensure work is appropriately assigned, tracked, and completed.
- Communicate service status, scheduling changes, and operational updates to stakeholders.
- Support projects, ad hoc requests, and continuous improvement initiatives.
- Maintain confidentiality when handling sensitive business information.
- Perform additional duties as assigned.
Knowledge, Skills, and Abilities
- Experience using ServiceNow or a similar service management platform to track incidents, requests, projects, and operational workflows.
- Familiarity with Microsoft Intune, Microsoft 365, Teams, Outlook, and SharePoint administration and support functions.
- Working knowledge of IT Service Management principles, ticket lifecycle management, and operational support practices.
- Strong organizational and time-management skills, including managing multiple priorities, recurring tasks, and deadlines.
- Experience coordinating schedules, meetings, maintenance activities, and operational follow-up.
- Ability to prepare accurate reports, dashboards, status updates, and operational records.
- Strong documentation skills, including maintaining knowledge articles, procedures, and SharePoint content.
- Experience supporting inventory management, asset tracking, equipment lifecycle activities, and technology refreshes.
- Ability to identify service issues, operational risks, and process gaps and escalate concerns appropriately.
- Strong written and verbal communication skills with technical and nontechnical stakeholders.
- Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- Strong problem-solving, critical-thinking, and follow-through skills.
- Ability to work independently while collaborating effectively across teams.
- Customer-focused approach with attention to accuracy, professionalism, and confidentiality.
- Adaptability to changing priorities and business requirements.
Attributes That Drive Success
- Self-motivated, organized, and detail-oriented.
- Proactive communication and consistent follow-through.
- Ownership of assigned tasks through completion.
- Ability to prioritize effectively in a fast-paced environment.
- Strong collaboration and stakeholder coordination.
Salary: $50,000 - $70,000