Service Operations Center (SOC) Operator

Elite Contracting Group; Petersburg (VA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Short-term disability

Life insurance

Job summary

Elite Contracting Group is seeking a customer-focused IT helpdesk professional to answer service and technician calls, manage tickets, and communicate with customers by phone and email. You will review data, understand customer contracts, and coordinate materials for technicians, while assisting with invoicing and quality checks.

The role requires troubleshooting skills, good organizational ability, and experience with a major ticketing system.

Qualifications

• Troubleshooting skills and ability to fully resolve issues.
• Strong organizational skills and the ability to communicate effectively.
• Ability to multitask and manage requests with short turnaround times.
• Have used a major ticketing system to manage support incidents.
• Helpdesk experience supporting customers or employees in an IT role.
• Experience working with vendors and help lines resolving issues.
• One or more industry recognized certifications or equivalent formal training/education.
• Basic remote troubleshooting, monitoring, and diagnostic tools.
• Basic computer, hardware, and software support.

Responsibilities

• Answer incoming service/technician calls
• Manage service tickets and follow ups with customers
• Communicate with customers verbally and via email
• Review, compile, and analyze data
• Understand Elite customer contracts
• Identify and request materials for service technicians
• Complete processes for bill of materials, invoicing, and quality checks
• Provide initial troubleshooting support related to software, desktops, servers, network devices, and security and CCTV camera systems
• Perform other duties as assigned

Skills

Troubleshooting

Organization

Multitasking

Ticketing system

Helpdesk experience

Vendor coordination

Certifications

Remote troubleshooting

IT support basics

Education

Certifications or formal training/education

Job description

Benefits and Perks

Elite employees receive above-average pay and access to a comprehensive benefits package including medical, dental, vision, short-term disability, and life insurance. At Elite, we pride ourselves in recognizing each employee is a vital asset to our ability to deliver exceptional service. In our nearly 30 years in business, we have never laid-off employees due to lack of work.

Responsibilities

• Answer incoming service/technician calls


• Manage service tickets and follow ups with customers


• Communicate with customers verbally and via email


• Review, compile, and analyze data


• Understand Elite customer contracts


• Identify and request materials for service technicians


• Complete processes for bill of materials, invoicing, and quality checks


• Provide initial troubleshooting support related to software, desktops, servers, network devices, and security and CCTV camera systems


• Perform other duties as assigned

Minimum Qualifications

• Troubleshooting skills and ability to fully resolve issues


• Strong organizational skills and the ability to communicate effectively


• Ability to multitask and manage requests with short turnaround times


• Have used a major ticketing system to manage support incidents


• Helpdesk experience supporting customers or employees in an IT role


• Experience working with vendors and help lines resolving issues


• One or more industry recognized certifications or equivalent formal training/education


• Basic remote troubleshooting, monitoring, and diagnostic tools


• Basic computer, hardware, and software support

Physical Requirements

• Must be able to sit for prolonged periods of time


• Must be able to stand, walk, and bend

Additional Requirements

• Must possess and maintain a satisfactory background record


• Must be available to work assigned shift

Anticipated Hiring Range

$25 - $28 per hour

Elite Contracting Group ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964. If you need more information or special assistance for persons with disabilities or limited English proficiency, contact Human Resources. Elite Contracting Group is an Equal Opportunity Employer and maintains a drug-free workplace by both policy and practice. Applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, or the presence of a non-job-related medical condition. Elite Contracting Group’s employment and personnel practices conform to all applicable federal, state and local laws and regulations regarding non-discrimination. While the Company is committed to following this principle in every facet of employment, all employees share in the responsibility to promote and foster a favorable work environment.

Elite Contracting Group does not offer relocation on any of our positions