Information Technology Help Desk Technician- Remote
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.
- Escalet 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 h