DescriptionSOC Telemed (SOC) is the leading national provider of acute telemedicine technology and solutions to hospitals, health systems, post-acute providers, physician networks, and value-based care organizations since 2004.The mission of SOC telemedicine is to provide timely, quality care to every patient in need. We are a multispecialty physician group that connects patients, nurses, and doctors through telemedicine. Our doctors complement existing physician workforces to deliver comprehensive care, because providing quality and timely medical treatment improves both clinical and financial outcomes. We combine scalable clinical programs, elite physicians, and secure telemedicine technology to help health systems systematically improve care, so patients and their care teams get the support they need, when they need it, in their own community.Our Help Desk Technician (TSR) serves as a key member of the technology team, providing technical support with a clinical sense of urgency. The efficient and stable operation of our infrastructure is crucial in maintaining the high availability and performance of our solution and services, and this role is on the front line of our continued efforts to provide the most reliable and easiest to use telemedicine experience available.Primary Responsibilities Analyze user need to provide technical analysis with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings.Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems. Test new configurations, modifications and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals.Serve as the first line of defense for initial fault isolation, optimal resolution, root cause and cost/benefit analysis with detailed event documentation.Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business and home office environments.Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments.Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations.Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI.Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation. Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine.Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime.Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times.Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes.Requirements5+ years' experience in information technology application or other IT support operations. Previous experience in the medical device industry, healthcare technical support, enterprise networking or with Apple hardware, Mac OS and iOS, or Salesforce.com preferred. BS or BA Technical Management, Computer Science, Engineering or related field, or equivalent work experience required.Specific Competencies Technical proficiency in operating systems, hardware, software and networking.Exceptional critical thinking, problem analysis, troubleshooting, customer service and communication skills.Ability to monitor system performance and determine appropriate times to intervene to not impede clinical care.Solid project management capabilities, able to develop, manage and execute through completion.Problem solver with solid analytical skills.Demonstrate ability to use good judgement under pressure to resolve issues and allay fears.Collaborative team member and strong communicator with excellent verbal and written communication skills.Must be a self-starter, initiator and self-directed contributor.BenefitsAs part of its total compensation strategy, SOC Telemed provides its employees with a comprehensive benefits package. The benefits program is designed to provide you with the opportunity to select benefit options that best fit your lifestyle and personal choices.Benefits IncludeHealth Insurance (Medical, Dental, Vision)Health Savings AccountFlexible Spending (Medical and Dependent Care)Employer Paid Short and Long Term DisabilityEmployer Paid 1x Life and AD&D (Supplemental available)401(k) & Roth 401(k) with company matchPaid Time Off/Paid HolidaysPregnancy and Parental LeaveMilitary Leave PaySOC Telemed, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. a division of SOC Telemed.