IT Systems Administrator and Support Level 2

PaceMate® IT Systems Administrator and Support Level (full-time, 100% remote job)
Primary Location: U.S.
JOB SUMMARY
The PaceMate® IT Systems Administrator and Support Level 2 will be a full-time professional who will be responsible for providing technical assistance and support escalations to end-users with computer systems, hardware, or software issues. This role involves responding to escalations from level 1 technicians and guiding them through step-by-step solutions. The Systems Administrator shall assist in implementations and changes to IT systems. Critical thinking and decision making are required to ensure that effective and efficient solutions are deployed. Must be able to evaluate business requirements and make decisions as to the most effective and efficient solutions.
PaceMate LIVE ®is the only cardiac remote monitoring platform offering integration with all EHRs and all cardiac device types in one dashboard, providing all patient data live from day one, and enabling intelligent patient prioritization with its unique Auto-Triage™ feature that focuses on the actionable first.
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. 
PaceMate® offers full-time employees a robust compensation and benefit package including 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

1. Provide technical support and troubleshooting assistance to level 1 technicians
2. Independently diagnose and resolve software, hardware, and network-related issues promptly and effectively.
3. Support and administration of Mac OS, and iPad OS via Microsoft Intune policies and configurations.
4. Triage and escalate complex issues to appropriate IT support teams and follow up on problem resolution as necessary.
5. Document, track, and monitor problems to ensure timely resolution and maintain accurate records of support requests and solutions.
6. Assist in maintaining and updating technical documentation and knowledge base articles for user reference.
7. Collaborate with IT team members to improve systems, procedures, and overall efficiency.
8. Lead training and guidance to end-users on new technologies and applications.
9. Participate in administration of Microsoft Office 365, Intune, Entra and Enterprise applications including Single Sign-on and provisioning.
10. Develop and administer an on-call rotation of IT resources for PaceMate employees, IE call line and email support system for escalated items.
11. Other duties as assigned.

Technology Stack Requirements:
Bold are required

1. Windows 10/11
2. Mac OS
3. Office 365: Essential for a wide range of office-related tasks and collaboration.
4. MS Azure: Microsoft's cloud service - vital for cloud-based solutions and infrastructure.
5. MS Intune: Used for device management in an enterprise environment, particularly for managing Windows computer, mobile devices and applications.
6. Proficient with PowerShell scripting
7. ESET A/V: Refers to ESET's antivirus software - crucial for system security and protection.
8. Barracuda: Barracuda's Email Gateway Defense (Email security), & Cloud Archiving.
9. Kaseya (VSA, BMS): Tools for remote monitoring and management, and business management.
10. ZScaller: Security as a service providing secure access to applications and services.
    
    1. Experience in the product is highly desirable.

Responsibilities For Work Environment:

1. Remote position: Requires a dedicated workspace with privacy and a quiet environment due to phone-based support.
2. Reliable high-speed internet: A must for seamless remote work.
3. 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.
4. PaceMate will supply all the technical equipment needed for this position.

EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS

• Bachelor’s degree required; science/health-related field is preferred. -or an equivalent combination of education and experience et
• Minimum 2-3 years’ experience in technical support roles within the cardiac device industry preferred.
• Working knowledge of cardiac device and remote monitoring best practice experience a strong plus.
• Excellent written, electronic, and oral communication and presentation skills.
• Ability to manage multiple priorities, while maintaining attention to detail.
• Desire to learn and implement new technologies.
• Experience working effectively within a remote, cross-departmental environment, specifically in a healthcare startup setting preferred.
• Ability to prioritize tasks and resources, meet deadlines, and be flexible to changing priorities.
• Excellent computer skills (Microsoft Office Suite, Word, Excel, Adobe PDF, PowerPoint, Outlook, Teams, and Electronic Health Record platforms).

REQUIRED EQUIPMENT
Must have stable, reliable internet access.
REPORTING RELATIONSHIPS
Supervised by: Director of Technical Services
Supervises: None
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.®