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.

• 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
• 401(k) (eligible upon completion of 90 days of employment and must be at least 18 years of age)
• Pet Insurance
• Identity Theft Protection

The Service Operations Technician provides frontline technical support to faculty, staff, and students at our higher education institution. This role ensures the smooth operation of technology services by addressing and resolving hardware, software, and network issues promptly, maintaining a high level of customer satisfaction, and supporting the institution’s mission.

• Technical Support: Provide first‑line technical support, 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: Manage permissions on company applications and mobile devices, support distribution lists and shared mailboxes, and provide technical guidance.
• System Maintenance: Perform routine maintenance on computer systems and peripherals to keep them up‑to‑date and functioning correctly.
• Hardware Support: Diagnose and resolve technical desktop hardware issues, collaborating on system setups, breakdowns, and office moves.
• Documentation: Create and maintain documentation for common technical issues and solutions, contributing to a knowledge base.
• Customer Service: Maintain a high level of customer service, ensuring user satisfaction and fostering a positive support experience.
• Perform other duties as assigned.

• Established and proficient individual contributor.
• Works under moderate supervision.
• Communicates information that requires a high level of accuracy and interpretation.
• Identifies and resolves problems, occasionally requiring deviation from standard procedures.
• Desire for growth and professional development.

• 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, and ticket tracking system(s).
• Ability to communicate technical information to a non‑technical audience through troubleshooting and/or instruction.
• Clear, concise communication, customer service, interpersonal skills, efficiency, and business acumen.
• Proficient in verbal and written English.
• Ability to support a diverse and inclusive work environment.
• Computer literacy, basic computer skills to navigate and utilize the technology required for the role.
• Collaborates on system setups, breakdowns, and office moves.

• Advanced degree or experience or advanced proficiency in any of the required skills.
• 1–2 years of…