IT Systems Administrator and Support Level 2

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.

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.

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.

• 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).

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.