Information Technology Help Desk Technician

PaceMate™ Information Technology Help Desk Technician (full-time, remote)
Primary Location: All U.S. Locations (remote)
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.

We are currently seeking a Remote Information Technology Help Desk Technician who will be responsible for providing technical assistance and support to end-users with computer systems, hardware, or software issues. This role involves responding to queries, diagnosing, and troubleshooting technical problems, and guiding users through step-by-step solutions. The Helpdesk Technician ensures smooth operations by resolving issues, maintaining systems, and offering excellent customer service.

PaceMate offers those employees working full-time a robust compensation and benefit package to include Health and Prescription coverage, Dental, Vision, Long-Term Disability, 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 FUNCTIONS & RESPONSIBILITIES:

• Monitor ticketing system, functioning as initial contact with customers. Providing technical support and troubleshooting assistance to end-users via phone, email, or other communications platforms.
• 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.
• Collaborate with IT team members to improve systems, procedures, and overall efficiency.
• Offer training and guidance to end-users on new technologies and applications

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:

• Relevant certifications or a degree in Information Technology or a related field is advantageous
• Proven experience as a Helpdesk Technician or in a similar role.
• 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 formanaging 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.

This job description emphasizes the need for a candidate with a diverse technical skill set, the ability to
handle user issues, and a requirement for excellent communication and soft skills due to the remote
nature of the role. It also hints at potential project involvement, which could offer a dynamic aspect to
the role beyond day-to-day user support.

Applicants should ensure they possess the required technical proficiencies and soft skills and are
equipped to work effectively in a remote environment.

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.

REQUIRED EQUIPMENT

• Must have access to stable, reliable internet access.

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.

REPORTING RELATIONSHIPS
Supervised by: Cloud Architect/IT Manager
Supervises: None
Target Compensation Range: $50,000 - $70,000 depending on education, certifications, experience and skill set.

COMPANY DESCRIPTION
PaceMate® is a pioneering force in cardiac remote monitoring and data management. We’re driven by a mission to modernize digital healthcare and envision a future of connected, personalized cardiac care. Since 2015, PaceMate has been simplifying and streamlining device clinic operations with one easy-to-use platform—PaceMateLIVE®. As the industry’s only comprehensive cardiac remote monitoring solution, PaceMateLIVE® uniquely pairs device and EHR data and prioritizes patient care intelligently. Visit PaceMate.com to see how together—We never miss a beat.®

About PaceMate
Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate offers the most comprehensive remote cardiac monitoring solution in the industry. PaceMateLIVE is the only clinical dashboard with user-friendly integrations for all implantable cardiac devices, ambulatory monitors, consumer ECGs, and heart failure products. PaceMate’s Auto-Triage™ prioritizes patients based on clinician-customized standards—not device alerts—resulting in a substantial reduction in alert burden. With the most live connections through EHR-partnered integrations across Epic, Cerner, and athenahealth, PaceMate offers a true, vetted, and validated industry-leading solution for interoperability: ensuring bi-directional data transfer for more accurate reporting, streamlined workflows, and one-click billing. PaceMate’s software-only, concierge on-demand, and full-service offerings deliver a flexible, customized solution for cardiac practices. Visit PaceMate.com to learn how one platform is transforming the future of digital health.

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