Service Operations Technician

UMA is a nonprofit healthcare educational institution with a national presence. Headquartered in Tampa, Florida and founded in 1994, UMA offers content-rich, interactive online programs as well as hands-on training at our Clearwater, Florida campus. 

• Medical (including prescription), Dental, Vision (UMA subsidized)
• FSA/HSA (Depending on Medical Plan chosen)
• $50,000 Life Insurance (UMA paid)
• Additional Voluntary Life Insurance (Team Member paid)
• Employee Assistance Program – EAP (UMA paid)
• Long Term Disability (UMA paid)
• Short Term Disability (Team Member paid)
• Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid)
• Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off
• 401k (eligible upon completion of 90 days of employment and must be at least 21 years of age)
• Pet Insurance
• Identity Theft Protection

Purpose of the Position:
The Service Operations Technician role is responsible for ensuring the timely triage, troubleshooting and escalation of issues to resolution. This role will use previous experience in an end-user support capacity and will be expected to obtain an understanding of current UMA end-user technology, systems, and applications. This role is responsible for many Team Member support calls as well as logging all incidents and requests taken from those Team Members across all areas of the business. The Service Operations Technician role is required to adhere to all Service Level Agreement (SLA) expectations as outlined by Standard Operating Procedures (SOP) and/or specific ticketing system request offerings. This role will have added duties and responsibilities as assigned by management. This role will be expected to be flexible with immediate needs for scheduling changes to include both after-hours work and weekend coverage. Minimal travel will be necessary for site-to-site transportation as well as off-site support or training/seminars opportunities. All shifts are subject to change according to service level requirements with overtime as needed.

The Service Operations Technician reports to the Manager, IT Service Management.

Key Responsibilities: 
Functional Customer Service and Support:

• Acts as first tier liaison between the UMA IT team and our Team Members.
• Manages incoming requests to the Service Management support line via both telephone and tickets to ensure courteous, accurate, timely and effective resolution of Team Member issues while maintaining ticket SLAs.
• Advises Team Members on appropriate action and perform informational training as needed.
• Completes tickets and activities on all interactions with team members.
• Works with Service Management team on coordinating installs, upgrades, or re-images with other departments.
• Stays abreast of and complies with company and department policies and procedures.
• Works under the direction of management for the support of technology rollouts and projects.
• Works as part of a team providing first-class service desk support.

Technical Customer Service and Support:

• Manages and supports all current and approved mobile devices for access to company email and data.
• Utilizes Active Directory and Entra Security Group based access permissions.
• Utilizes management tools to help resolve client issues.
• Proactively interacts with senior staff, management, and UMA Team Members to identify unreported or repetitive problems.
• Assists Team Members with distribution lists and shared mailboxes.
• Coordinates and performs system and application fixes at the desktop level, via remote control applications. This includes installing and upgrading software and configuring systems and applications.
• Diagnoses and resolves technical desktop hardware and software issues.
• Advises Team Members on print device management and toner replacement.
• Stays current with system information, changes, and updates.
• Collaborates on system setups, breakdowns and office moves.

Support Institutional Initiatives:

• Keep current on institutional goals, objectives, and progress.
• Engage in institutional sponsored activities and initiatives as appropriate.
• Lead with courage in support of change initiatives that impact organization.
• Manages and assists in coordinating efforts between departments within UMA.

Compliance:

• Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
• Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.

Work Experience, Skills & Abilities:
Minimum Requirements:

• High School diploma plus proven technology experience.
• Minimum 1-2 years’ experience in a customer service or technology end-user support role.
• Experience with Windows 10 and 11 Enterprise, Office 365 products and applications in an end-user support capacity, ticket tracking system(s).
• Basic operation of Microsoft Active Directory.
• Ability to communicate technical information to a non-technical audience through troubleshooting and/ or instruction.
• Able to professionally communicate in verbal and written English.
• Excellent communication skills; clear and concise in both written and oral formats.
• Excellent customer service and interpersonal skills needed.
• Must be able to multitask efficiently.
• Must have excellent time management skills and business acumen.
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Skype and Microsoft Teams
• Able to support a diverse and inclusive work environment.

Preferred Requirements:

• Working knowledge of M365 Admin Portals including but not limited to Entra, Intune, SharePoint, and Teams.
• Certifications: Managing Modern Desktops Exam MD-101 Exam, Microsoft 365 Fundamentals MS-900 (All are subject to change as study/test material changes), current ITIL Foundations as well as other applicable Microsoft certifications.

Working Environment:

• Remote office environment
• Must be able to focus in a fast paced, high energy, outstanding collaborative team.
• Understanding much of the business is production based, Team Member and system downtime is not an option.
• Flexibility to work evenings and weekends as needed.

Physical Demands:

• Requires long periods of sitting at a desk working on a computer.
• Requires ability to travel to office, if applicable.
• Requires occasional bending, stooping, and squatting.
• Requires occasional lifting of up to 10 lbs.

OUR VALUES

Our institutional values are shaped and validated by our team members. They describe how we strive to operate and are the standards of behavior we look to embody. 

ACT WITH INTEGRITY

We operate honestly and ethically in an industry-compliant fashion. We are fair and trustworthy in our interactions with all we serve. Our team members, at all levels, lead by example and strive to do the right thing for our students and for each other. We are disciplined professionals who strive to be straightforward and dependable.

CHAMPION STUDENT OUTCOMES

We live by a strong commitment to our students and are passionate about preparing them for meaningful careers. We are deeply dedicated to ensuring students’ educational and career success. We excel at building our students’ confidence and empowering them to reach their full potential.

COMMIT TO TEAM MEMBER SUCCESS

We are committed to our team members’ success and to each other’s success. We strive to create an environment that attracts and retains the best talent while offering continuous learning, professional development and career growth opportunities. We recognize and reward our team members for their contributions to the organization and to our students.

PURSUE RESULTS WITH PURPOSE

We pursue results with a sense of urgency and purpose. We take responsibility for achieving ambitious, measurable results and hold each other accountable. We think strategically and critically, greet new ideas and challenges openly, and look for innovative solutions to challenges.

HAVE FUN. BUILD ENERGY

Enjoying what we do is central to achieving our goals. Building energy, having fun, being optimistic and creating a positive working environment are all critical to our success and that of our students. We strive to be inspired and to inspire others. We consistently show appreciation and celebrate our successes, both large and small.

WORK AS ONE

We believe that diverse, inclusive teams produce breakthrough results. We strive to build and maintain positive relationships with colleagues from all types of backgrounds by showing respect and humility when interacting with each other and resolving conflicts in a constructive manner. By working together, we win together - as one - ensuring that the goals of the company are the focal point of our efforts.

UMA will NEVER ask you to send money or ask you to provide bank account information in order for you to get reimbursed for tools to work. If you have been contacted by someone claiming to be from UMA about a job posting, you can always verify the position at https://workatuma.com/