Help Desk Technician

SOC Telemed
Reston, VA
Jan 26, 2022
Jan 28, 2022
Full Time
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. Built on proven and scalable infrastructure as an enterprise-wide solution, SOC's technology platform, Telemed IQ, rapidly deploys and seamlessly optimizes telemedicine programs across the continuum of care. SOC provides a supportive and dedicated partner presence, virtually delivering patient care through teleNeurology, telePsychiatry, teleCritical Care, telePulmonology, teleCardiology, teleInfectious Disease, teleNephrology, teleMaternal Fetal Medicine and other service lines, enabling healthcare organizations to build sustainable telemedicine programs across clinical specialties. SOC enables organizations to enrich their care models and touch more lives by supplying healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. The company was the first provider of acute clinical telemedicine services to earn The Joint Commission's Gold Seal of Approval and has maintained that accreditation every year since inception.Our Vision as an organization is to transform healthcare by enabling patients to have increased access to the highest quality care via a technology-enabled platform.Our Mission statement follows simply and clearly from our vision. We partner with healthcare organizations to bring clinicians and patients together using innovative technologies to improve clinical care and patient outcomes in a measurable way.We have a need for customer service oriented Help Desk Technician to provide technical support to users in an efficient and accurate manner. You will be considered SOC IT's front line and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth per our SLAs with the healthcare facilities relying on us and in support of our physician and corporate teams.Primary Job DutiesProvide first-level contact and convey resolutions to user issues Appropriately escalate unresolved queries to the next level of support Track, route and redirect problems to correct resources Update customer data and produce activity reports Follow up with customers, provide feedback and see problems through to resolution Utilize excellent customer service skills and exceed customer expectations Ensure proper recording, documentation, and closure Secondary Job DutiesRecommend procedure modifications or improvements Preserve and grow your knowledge of help desk procedures, products, and servicesRequirementsEDUCATIONRequiredHS Diploma or GEDStrongly PreferredPost-high school certifications or coursework in the IT or Computer Science field Associate degree-- Information Technology, Computer Science or equivalent BS degree in Information Technology, Computer Science or equivalent RequiredEXPERIENCEStable employment historyOne- two years of experience in customer-facing support or service rolePrevious experience providing customer service and support over the telephoneProficiency in EnglishPreferredProven working experience in providing help desk support/ troubleshootingWorking knowledge of help desk software, databases and remote controlStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationLOCATION AND HOURSMust be able to participate in coverage for a 24x7x365 operationDay shift schedule (Sunday- Wednesday 7AM-7PM)Temporarily remoteBenefitsAs part of its total compensation strategy, SOC 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.Health Insurance (Medical, Dental, Vision)Health Savings AccountFlexible Spending (Medical and Dependent Care)Employer Paid Short and Long Term DisabilityEmployer Paid Life and AD&D (Supplemental available)401(k) & Roth 401(k)Paid Time Off/Paid HolidaysPregnancy and Parental LeaveMilitary Leave Pay

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