Technology Operations Associate

About the Role

We are seeking a Technology Operations Associate to deliver exceptional technology support and help maintain operational stability across the organization. This role serves as a frontline technical resource responsible for resolving technology issues, supporting business‑critical applications, and ensuring a high‑quality customer experience through effective troubleshooting, incident ownership, and operational excellence.

Responsibilities

• Serve as the first point of contact for technology support via phone, chat, and ticketing systems.
• Deliver exceptional customer service with empathy, professionalism, and a sense of urgency.
• Troubleshoot Windows, Microsoft 365, mobile devices, VDI, Cloud PC, VPN, MFA, Active Directory, and remote access technologies.
• Support business‑critical applications, user access, and account‑related requests.
• Analyze incidents, identify root causes, and drive timely resolution.
• Take ownership of incidents from initial contact through resolution or escalation.
• Document incidents, troubleshooting steps, and resolutions in ServiceNow.
• Escalate complex issues while ensuring effective communication and follow‑up.
• Monitor and respond to operational issues, service disruptions, and technology incidents.
• Maintain compliance with security, risk, and access management standards.
• Identify process improvement opportunities and contribute to operational excellence and service desk performance.

Required Qualifications

• 6 + months of Technology Operations experience, or equivalent demonstrated through work experience, training, military experience, or education.
• 6 + months of experience in Technology Operations, IT Support, Service Desk, or Technical Support.
• 6 + months of experience supporting Windows operating systems, Microsoft 365 applications, and mobile devices.
• 6 + months of experience with ServiceNow or similar IT Service Management (ITSM) platforms.

Desired Qualifications

• 1 + year of Technology Operations, Service Desk, Help Desk, or IT Support experience.
• Strong customer service, communication, troubleshooting, and problem‑solving skills.
• Ability to work in a fast‑paced environment while adhering to security, risk, compliance, and documentation standards.
• Working knowledge of Active Directory, VPN, MFA, Cloud PC, Azure, remote access technologies, and user access management.
• Experience supporting financial services, brokerage, wealth management, or other regulated business environments.
• Experience supporting desktop, mobile, and remote access technologies.
• Passion for delivering exceptional customer experiences and driving operational excellence.

Schedule

Standard work schedule is Monday through Friday, 7 AM to 4 PM ET. Ability to work outside normal business hours (24/7) may be required. Occasional flexibility may be needed to support business and production needs, including periodic overtime when necessary.

This position is not eligible for visa sponsorship.