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, accred