PaceMate® Information Technology Help Desk Technician (full-time, 100% remote job)

Primary Location: U.S.

Why work at PaceMate?

Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate is one of the nation’s fastest-growing companies in cardiac rhythm management software and remote monitoring. Combining the most technologically advanced cloud-native software, research-grade data, and seamless integrations, PaceMateLIVE™, the company’s flagship remote monitoring software platform, is enabling many of the nation’s most renowned electrophysiologists, device clinics, and healthcare systems to effectively manage their device patient populations. With PaceMate, healthcare organizations can experience comprehensive interoperability and secure data exchange—significantly improving patient outcomes, reimbursements, and productivity.

JOIN OUR TEAM

Joining the PaceMate™ Team means becoming a vital part of a group that is dedicated to using technology to benefit patients, caregivers, and hospital administrators while driving healthy turnkey solutions that identify lost revenues and inefficiencies.

This role requires a candidate with strong technical troubleshooting abilities, excellent communication skills, and the ability to provide effective remote support. In addition to responding to day-to-day user issues, the position may involve participation in technology-related projects, offering opportunities for variety and professional growth. Applicants should be comfortable working independently in a remote environment and possess both the technical expertise and customer service skills necessary to support end users successfully.

PaceMate offers those employees working full-time a robust compensation and benefit package to include Health and Prescription Coverage, Dental, Vision, Short-Term Disability, AD&D, Flexible Spending Account, Healthcare Savings Account, 401k Retirement Savings, Discount Program, Employee Assistance Program, Financial Wellness Program, Paid Time Off, Legal Insurance, Hospital Indemnity, Critical Illness, and Accident Coverage.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

• Provide technical support and troubleshooting assistance to end-users via phone, email, or in person.
• Diagnose and resolve software, hardware, and network-related issues promptly and effectively.
• Install, configure, and maintain computer systems, software, and peripheral devices.
• Escalate complex issues to appropriate IT support teams and follow up on problem resolution.
• Document, track, and monitor problems to ensure timely resolution and maintain accurate records of support requests and solutions.
• Assist in maintaining and updating technical documentation and knowledge base articles for user reference.

The non-essential job duties include, but are not limited to the following:

• Offer training and guidance to end-users on new technologies and applications.
• Collaborate with IT team members to improve systems, procedures, and overall efficiency.

Qualifications:

An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Education, training, and experience:

• Proven experience as a Helpdesk Technician or in a similar position.
• Proficiency in troubleshooting and resolving technical issues related to computer systems, software, and hardware.
• Strong knowledge of operating systems, network protocols, and software applications.
• Excellent communication skills and the ability to explain technical information in user-friendly language.
• Customer-oriented approach with a focus on providing high-quality service.
• Relevant certifications or a degree in Information Technology or a related field is advantageous.

Technology Stack Requirements:

Bold are required.

• Windows 10/11
• Mac OS
• Office 365: Essential for a wide range of office-related tasks and collaboration.
• MS Azure: Microsoft's cloud service - vital for cloud-based solutions and infrastructure preferred.
• ESET A/V: Refers to ESET's antivirus software - crucial for system security and protection.
• Kaseya (VSA, BMS): Tools for remote monitoring and management, and business management preferred.
• Barracuda: Likely Barracuda's security and data protection solutions.
• ZScaller: Security as a service providing secure access to applications and services preferred.
• MS Intune: Used for device management in an enterprise environment, particularly for managing mobile devices and applications preferred.
• Proficient with PowerShell.

Responsibilities and Work Environment:

Primary responsibility: Handling user requests coming through various channels.

Possible project involvement: Assisting in assigned projects.

Other tasks as assigned.

Remote position: Requires a dedicated workspace with privacy and a quiet environment due to phone-based support.

Reliable high-speed internet: A must for seamless remote work.

Soft skills: Need for a pleasant demeanor, multitasking ability, and staying composed under pressure, as they will be the primary interface for the IT department.

Physical Requirements

While performing the duties of this job, the employee is consistently required to remain in a stationary position, constantly operate a computer or other office equipment, and frequently communicate with customers and employees. Must be able to exchange accurate information, with the ability to effectively utilize voice over internet protocol; and repetitive motions using fingers and forearms in data entry.

Other Requirements:

• Home office setup: Maintain a dedicated, separate office or room at home to ensure privacy and professional working conditions.
• Connectivity: Maintain a reliable, high-speed internet connection at your residence.
• Geographic restriction: Must reside and work exclusively within the contiguous United States.
• Must legally be eligible to work in the United States.
• Notification protocol: You must inform and receive approval from the IT department before working from any location other than the legal address PaceMate has on file. To update your address or request approval for a temporary work location, contact PaceMate IT or your HR representative. Additional information is available in the PaceMate official handbook.
• Foreign transport of sensitive information: When confidential information is carried into a foreign country, it must be stored in an inaccessible form (e.g., encrypted external storage) or remain in the worker’s possession at all times. PaceMate workers may not take secret PaceMate information into another country without permission from Physical Security management.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

This job description outlines the general nature and level of work expected. It is not an exhaustive list of all responsibilities, duties, and skills required. PaceMate reserves the right to modify job duties or job descriptions at any time.

REPORTING RELATIONSHIPS

Supervised by: Cloud Architect/ IT Manager

Supervises: None

Target Compensation Range: $60,000-$65,000 depending on education, certifications and experience

About PaceMate®

PaceMate® is a patient-centered, tech-enabled cardiac device monitoring platform serving integrated delivery networks and academic health systems nationwide. Vendor-neutral and EMR-agnostic, PaceMate connects every major device manufacturer into a single platform that sits on top of any EHR. More than 2.3 million patients are managed on the industry’s only research-grade cardiac dataset, validated by 33 peer-reviewed publications, powering AI-driven clinical and operational analytics. A managed patient services model extends clinic capacity and ensures every cardiac device patient is monitored, every time. Learn more at PaceMate.com