Reston, Virginia
Help Desk Specialist OVERNIGHTS Job Opening in Reston, Virginia - Specialists On Call (SOC), with headquarters in Reston, Va., is the nation?s most experienced and trusted provider of physician consultations via telemedicine. SOC provides over 300 hospitals nationwide with 24/7 TeleNeurology, TelePhyschiatry and TeleIntensivist services delivering highly qualified, , board certified, fellowship trained specialty physicians. SOC is committed to building stronger hospitals to support better lives in the communities it serves.
Our telemedicine approach the constraints of time and distance, but creates a complex operational matrix: hundreds of physicians hundreds of hospitals across the United States. We have an immediate need for customer service oriented Help Desk Specialists to provide technical support to users in an efficient and accurate manner.
You will be considered SOC IT's front liner 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. Inside our IT Infrastructure team, you will:
Provide first level contact and convey resolutions to user issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilise excellent customer service skills and exceed customers? expectations
Ensure proper recording, documentation and closure
Recommend procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Due to the nature of the work you support, we are a 24/7/365 operation. We are currently looking for our 3rd shift ONLY-- this is our overnight shift. A weekend day may be included in your schedule.
Requirements:
EDUCATION:
Required
HS Diploma or GED
Preferred
Post-high school certifications or coursework in the IT or Computer Science field
Associate's Degree-- Information Technology, Computer Science or equivalent
Strongly Preferred
BS degree in Information Technology, Computer Science or equivalent
EXPERIENCE:
Required
Stable employment history
One- two years of experience in customer facing support or service role
Previous experience providing customer service and support over the telephone.
Proficiency in English
Preferred
Proven working experience in providing help desk support/ troubleshooting
Working knowledge of help desk software, databases and remote control
Relevant work experience should demonstrate, at minimum, the following:
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
LOCATION AND HOURS:
Must be able to participate in coverage for a 24/7/365 operation
Must be able to commit to a 3rd shift schedule
Must be able to report daily to our location in Reston, VA
Benefits:
Benefits Include::
Health Insurance (Medical, Dental, Vision)
Health Savings Account
Flexible Spending (Medical and Dependent Care)
Employer Paid Short and Long Term Disability
Employer Paid 1x Life and AD&D (Supplemental available)
401(k) & Roth 401(k)
Up-to 16 days of PTO
10 Paid Holidays
Pregnancy and Parental Leave
Military Leave Pay
Commuter Assistance
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