IT Operations Analyst

Description

At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.

Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 150,000 satisfied patients, we're on a mission to make beauty accessible to all.

Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.

Be a part of a team transforming lives and supporting dreams every day!

Requirements

Position Summary

Mia Aesthetics is seeking an IT Operations Analyst to support our employees, maintain reliable technology operations, and identify opportunities to improve how our business uses technology.

This position combines hands-on IT support with cloud communications system administration, technical documentation, and continuous improvement. The analyst will serve as a primary resource for day-to-day issues involving our phone and contact center systems while also supporting employees across our clinics, corporate offices, and contact center operations.

We are looking for someone who does more than resolve individual support tickets. The ideal candidate is curious, resourceful, and proactive. They investigate recurring problems, use available resources to troubleshoot unfamiliar issues, communicate clearly, and look for opportunities to eliminate unnecessary manual work.

The position offers an opportunity to develop deeper expertise in enterprise communications systems, including NICE CXone and RingCentral, while contributing to broader IT operational improvements.

Key Responsibilities

Communications & Contact Center Systems

• Serve as a primary internal support resource for NICE CXone, RingCentral, and related communications applications.
• Troubleshoot call connectivity, softphone, authentication, agent availability, and audio issues.
• Develop a strong understanding of contact center queues, skills, agent assignments, and routing configurations.
• Perform routine agent setup, configuration changes, and access updates as proficiency develops.
• Coordinate with telecommunications vendors on issues requiring advanced troubleshooting or platform-level support.
• Take ownership of vendor escalations, including gathering relevant information, communicating business impact, tracking progress, and validating resolution.
• Maintain documentation for common communications system issues, configurations, and administrative procedures.

IT Support & Service Delivery

• Provide technical support for employee issues that cannot be resolved through automation or self-service.
• Troubleshoot Microsoft 365, Windows devices, business applications, authentication, connectivity, and common workplace technology issues.
• Manage assigned support tickets through resolution, maintaining accurate documentation and timely communication.
• Independently investigate technical issues using available documentation, system tools, and vendor resources.
• Recognize incidents requiring escalation and promptly involve the appropriate technical resources.
• Communicate clearly with employees regarding issue status, troubleshooting progress, and expected next steps.
• Coordinate with Systems Administrators and external support providers when additional technical expertise or physical intervention is required.
• Support employee onboarding, offboarding, and application access requests that require manual intervention.
• Identify recurring support requests that may indicate underlying technica problems, training gaps, or opportunities for automation.

Documentation & Knowledge Management

• Create and maintain clear technical procedures, troubleshooting guides, and employee-facing knowledge articles.
• Document recurring issues, troubleshooting steps, root causes, and established resolutions.
• Maintain accurate procedures for routine communications system administration and IT support activities.
• Review existing documentation before escalating or repeating troubleshooting work.
• Update documentation when systems, configurations, or procedures change.
• Help improve the consistency, organization, and accessibility of IT knowledge resources.
• Identify undocumented processes that create unnecessary dependencies on individual team members.

Operational Analysis & Continuous Improvement

• Review support ticket trends to identify recurring issues and opportunities to reduce manual work.
• Investigate why employees repeatedly encounter the same technical problems.
• Work with business users to understand IT-related workflows and identify areas of unnecessary complexity or friction.
• Recommend practical improvements to support processes, employee self-service, and technology usage.
• Partner with Systems Administrators to test and implement approved improvements.
• Help measure the effectiveness of operational improvements through ticket trends, recurring incident volumes, and user feedback.

Required Qualifications

• 3+ years of experience in IT support, technical operations, systems support, or a related position.
• Experience supporting or troubleshooting cloud-based phone systems, unified communications platforms, or contact center technologies.
• Working knowledge of Microsoft 365, Windows operating systems, and common business applications.
• Experience troubleshooting authentication, application access, connectivity, and end-user technical issues.
• Experience working with technical vendors and coordinating escalated support cases.
• Strong analytical and troubleshooting skills, including the ability to investigate unfamiliar problems independently.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to nontechnical employees.
• Ability to create and maintain accurate technical documentation and user instructions.
• Strong organizational skills and the ability to manage multiple priorities.
• Demonstrated initiative in identifying problems, asking questions, and following issues through resolution.
• Ability to recognize when additional assistance is needed and escalate appropriately.

Preferred Qualifications

• Experience with NICE CXone, RingCentral, or comparable cloud communications platforms.
• Experience administering routine configurations within a cloud phone or contact center platform.
• Familiarity with Microsoft Entra ID, Intune, and identity and access management.
• Experience supporting Salesforce or other enterprise CRM applications.
• Experience with IT service management platforms such as Desk365, ServiceNow, or Jira Service Management.
• Experience developing knowledge bases, standard operating procedures, or process documentation.
• Exposure to workflow automation, employee self-service solutions, or process improvement initiatives.
• Familiarity with incident management, change management, and IT service management best practices.
• Experience supporting multi-location organizations or contact center environments.

Skills & Competencies

Technical Troubleshooting

Approaches problems systematically, gathers relevant information, uses available resources, and works toward identifying underlying causes rather than repeatedly applying temporary fixes.

Ownership & Accountability

Takes responsibility for assigned issues, follows through on commitments, and ensures problems are resolved or appropriately escalated.

Communication

Communicates proactively, provides clear updates, asks questions when information is missing, and is transparent when additional assistance or research is required.

Documentation & Knowledge Sharing

Recognizes the value of documenting solutions and maintaining accurate procedures so issues can be resolved consistently and efficiently.

Critical Thinking & Initiative

Looks beyond the immediate support request to identify recurring problems, inefficiencies, and opportunities for improvement.

Adaptability & Continuous Learning

Comfortably learns new technologies, researches unfamiliar issues, and develops new technical capabilities as business needs evolve.

Business Awareness

Understands that technology issues affect employee productivity, patient experience, and business operations, and prioritizes work accordingly