Remote Support Tier II - PACS

PACS is elevating healthcare in the post-acute care space by delivering on our mission and values to create real change. By striving for the best while staying true to who we are, we're forging a bright future for post-acute care delivery and support across the nation.

Our company is growing quickly and has many exciting milestones ahead of us. This means at PACS you will have plenty of opportunities to engage in exciting work as you grow and develop in your career. You will be a key player in creating and providing valuable information to both internal and external stakeholders across the US.

General Purpose

Remote Support Tier 2 will be responsible for ensuring the consistent and smooth delivery of services to Skilled Nursing Facilities affiliated with PACS. This position involves a combination of technical and administrative duties. Additionally, the individual will be responsible for collaborating with third-party vendors and project coordinators from other teams and departments.

Essential Duties

Service Delivery: Overseeing the delivery of IT services, ensuring they meet the agreed service levels and standards. This includes monitoring service performance, identifying areas for improvement, and recommending changes to enhance service quality.

Coordination and Communication: Acting as a liaison between IT staff, management, and external vendors. This involves coordinating IT projects, managing schedules, and ensuring clear communication between all parties involved. Documentation and Reporting: Maintaining detailed records of IT services, incidents, and resolutions. They are also responsible for preparing regular reports on IT service performance and incident management for higher management. Procedure Development: As this is a new role, assisting in the development and implementation of IT procedures at facilities. They ensure these are in line with organizational objectives and industry best practices.

Training and Guidance: Partner with team leads to provide training and guidance to users on new systems operating in buildings. They may also assist in training new IT staff and in the ongoing education of existing staff on new IT procedures and practices.

Budget and Resource Management: Participating in budgeting for IT expenses, including procurement of hardware and software. They may also play a role in resource allocation to ensure optimal use of IT resources.

Project Support: Supporting IT projects by coordinating activities, managing timelines, and ensuring that project goals are met.

Continuous Improvement: Continuously seeking ways to improve IT services and processes. This may involve staying updated with the latest IT trends and technologies.

Organization: Document and track ongoing projects and services in an easily accessible and detailed manner.

Qualification

Education and/or Experience

High school diploma or equivalent; a relevant IT certification or degree is a plus.

Proven experience in a customer-facing technical support role or relevant internship experience.

Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).

Basic knowledge of computer hardware components, printers, and mobile devices.

Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.

Ability to work independently and collaboratively in a fast- paced environment. A strong commitment to maintaining confidentiality and data security.

Language Skills

Capable of effective communication in both written and spoken form. Can understand and participate in conversations on familiar topics, as well as comprehend standard business correspondence and documentation.

Mathematical Skills

Familiarity with basic mathematical concepts and operations. Able to perform simple calculations and understand elementary mathematical principles. May require support or training to apply mathematical skills in the context of the job.

Reasoning Ability

Skilled in logical reasoning and analytical thinking. Capable of evaluating information, identifying relationships, and drawing logical conclusions. Able to solve moderately complex problems independently and effectively communicate reasoning processes. Certificates, Licenses, Registrations CompTIA A+ Preferred

Physical Demands

Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting.

Requires ability to occasionally lift up-to 25lbs.

Position may require travel: Up to 80% of the time to facility sites.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for prolonged periods of time; operating a computer and keyboard; near visual acuity to review written documentation; ability to hear and understand speech at normal room levels and on the telephone; manual dexterity to operate process equipment; lifting 25 pounds, bending and stooping; lifting computers; running network cables; connecting and testing networking; traveling to client sites; and walking and carrying devices on stairs and crawl spaces.

Additional Information

Note: Nothing in this job specification restricts management's right to reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.