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Help Desk Specialist | 24/7 365 Telemedicine job

Soc TelemedReston, VA
Soc Telemed jobs




Company Description

SOC digitally delivers doctors, whether they are our clinicians or yours, directly to your patients. SOC offers a robust enterprise program with an integrated performance model, with expertise and insight gained over 16 years and over a million consultations, helping health systems avoid the pitfalls associated with scale. The leading provider of telemedicine consultations is SOC Telemed, providing hospitals with 24/7 access to board-certified specialists. The Clinical and Organizational Support Teams of the Company's Consult Coordination Center (CCC) are committed to accelerating patient treatment across a fully redundant and state-of-the-art system. In order to refine workflows towards achieving high clinical performance, SOC offers industry-leading monitoring and analytics and lean six sigma consulting support. SOC ensures opportunity to be given everyone qualified individual to apply for the vacant post. It is the organization which supports its employees through different packages such paid leaves.

Job Description

SOC Telemed (SOC) is the nations most experienced and trusted provider of physician consultations via telemedicine. The company's clinical specialties include TeleNeurology, TelePsychiatry and TeleIntensivist coverage, and our Telemed IQ solution allows hospitals to build a telemedicine program using their own physicians. Since its inception, SOC has delivered more than 500,000 consultations improving the lives of patients and their families.

SOC was the first private telemedicine company to earn The Joint Commissions Gold Seal of Approval and has maintained that accreditation every year since 2006.

Our telemedicine approach significantly-minimizes the constraints of time and distance, but creates a complex operational matrix: hundreds of physicians virtually-supporting hundreds of hospitals across the United States. We have a 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 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. 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

  • Utilize 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 we support, we are a 24/7/365 operation. A weekend day may be included in your schedule.




  • HS Diploma or GED


  • 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



  • At least one year experience in customer facing support or service role

  • Previous experience providing customer service and support over the telephone

  • Proficiency in English


  • 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


  • Must be able to participate in coverage for a 24/7/365 operation

  • Must be able to commit to a shift schedule

  • Must be able to report daily to our location in Reston, VA


As 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 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)

  • Paid Time Off

  • Pregnancy and Parental Leave

  • Military Leave Pay

  • Legal Benefits


  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.


  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.


  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
401K PlanDependent CareVacation & Paid Time Off
Life InsuranceHealth InsuranceMilitary Leave
Dental InsuranceVision InsuranceDisability Insurance

Soc Telemed


Company - Private





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