Service Operations Technician

Vocate is a non-profit higher education and workforce solutions provider dedicated to closing the nation's talent gaps in critical industries such as healthcare. Through its entities including Ultimate Medical Academy, American Institute, Nasium Training and Global Education Group, Vocate serves more than 20,000 adult learners nationwide, primarily in under-resourced populations. Backed by more than 130 years of combined experience in higher learning across its institutions, Vocate delivers accessible, career-aligned programs enhanced by employer partnerships and comprehensive student support services. As a full-time team member, you will have access to the following benefits: Medical (including prescription), Dental, Vision (UMA subsidized) FSA/HSA (Depending on Medical Plan chosen) Basic Life Insurance (UMA paid) minimum $50,000

• maximum $250,000 (1x annual salary) 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 is essential in providing frontline technical support to faculty, staff, and students at our higher education institution. This position is dedicated to ensuring the smooth operation of technology services by addressing and resolving technical issues promptly and efficiently. The Service Operations Technician is responsible for troubleshooting hardware and software problems, assisting with IT-related inquiries, and maintaining a high level of customer satisfaction. By supporting the institution's mission, the Service Operations Technician contributes to a positive and effective learning environment.

What You'll Do:

Technical Support:

Provide first-line technical support to faculty, staff, and students, resolving hardware, software, and network issues promptly.

Issue Tracking:

Log and track support requests using a helpdesk ticketing system, ensuring timely resolution and communication with end-users.

Troubleshooting :

Diagnose and troubleshoot technical problems, escalating complex issues to higher-level IT staff when necessary.

User Assistance :

Assist users with IT-related inquiries, including password resets, software installations, and basic training on technology tools.

Access Permissions:

Utilize company applications involving permissions to control access effectively. Manage and support all current and approved mobile devices, ensuring secure access to company email and data. Assist team members with distribution lists, shared mailboxes, and provide technical guidance.

System Maintenance:

Perform routine maintenance on computer systems and peripherals, ensuring they are up-to-date and functioning correctly.

Hardware Support:

Diagnoses and resolves technical desktop hardware issues. Collaborates on system setups, breakdowns, and office moves .

Documentation:

Create and maintain documentation for common technical issues and solutions, contributing to a knowledge base for users and IT staff.

Customer Service:

Maintain a high level of customer service, ensuring user satisfaction and fostering a positive support experience. Perform other duties as assigned .

Career Level Expectations:

Established and proficient individual contributor. Works under moderate supervision. Communicates information that that requires a high level of accuracy and interpretation. Problems may require interpretation or deviation from standard procedures to resolve. Desire for growth and professional development.

Required Skills/Experience:

High School Diploma, any degree, or equivalent experience, with proven experience in technology. Experience with Windows 10 and 11 Enterprise, Office 365 products and applications in an end-user support capacity, ticket tracking system(s). Ability to communicate technical information to a non-technical audience through troubleshooting and/or instruction. Skills

• clear/concise communication, customer service, interpersonal skills, efficiency, and business acumen.

Ability to professionally communicate fluently in verbal and written English. Ability to support a diverse and inclusive work environment. Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role. Collaborates on system setups, breakdowns and office moves. Ability to professionally communicate fluently in verbal and written English. Ability to support a diverse and inclusive work environment. Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role.

Preferred Requirements:

Any advanced degree or experience and/or strong or advanced proficiency in any of the above required skills/experience. 1

• 2 years' experience in a customer service or technology end-user support role. Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Microsoft Teams. Other skills or abilities
• familiarity with maintenance management software and mobile tools and applications.

Ability to work well within a team, collaborating with other IT staff to provide comprehensive support and solutions. Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Microsoft Teams.

Compliance:

Demonstrate knowledge of, and carefully follows all applicable state laws and rules, federal and state compliance requirements and regulations including those prescribed by the U.S. Department of Education, accrediting agencies, state regulations and internal policies and procedures. Effectively communicate compliance requirements to other staff as appropriate and quickly escalate any compliance concerns to the Compliance department.

Work Environment/Physical Demands:

This position is offered under a full-time hybrid position or a full-time remote position (pending organization coverage), with occasional onsite travel required. Home office set up, quiet place to work, ability to be on camera, and ability to hard wire into high-speed internet connection. May require setup of computer equipment, accommodation consideration available upon request. Flexibility to work evenings and weekends, as needed.

Application Deadline:

04/10/2026