Information Technology Help Desk Technician

PaceMate™ is hiring a full-time Information Technology Help Desk Technician for a fully remote role supporting end-users across a mix of everyday technical requests and more complex incidents. In this position, you’ll be the first point of contact for troubleshooting, system setup, and follow-through, working closely with the broader IT organization to keep users productive.

This role is hands-on and communication-focused, with responsibilities spanning software, hardware, and network issue diagnosis, documentation, and escalation when needed. Remote work will require a private, quiet workspace and dependable connectivity to support phone-based requests.

Role Overview

• 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.
• Escalate complex issues to appropriate IT support teams and follow up on resolution.
• Document, track, and monitor problems to ensure timely resolution and maintain accurate records of support requests and solutions.
• Maintain and update technical documentation and knowledge base articles for user reference.
• Provide training and guidance to end-users on new technologies and applications.
• Collaborate with IT team members to improve systems, procedures, and overall efficiency.

Technologies You Will Use

• Windows 10/11
• Mac OS
• Office 365
• MS Azure
• ESET A/V
• Kaseya (VSA, BMS)
• Barracuda
• ZScaller
• MS Intune
• PowerShell

What You Bring

• Proven experience as a Helpdesk Technician or in a similar position.
• Proficiency 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, including the ability to explain technical information in user-friendly language.
• Customer-oriented approach focused on delivering high-quality service.
• Relevant certifications or a degree in Information Technology or a related field is advantageous.

Compensation

• Target compensation range: USD 60,000 - 65,000 per year.
• Compensation may vary depending on education, certifications, and experience.

Benefits

• 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

Remote Work and Work Environment

• Primary responsibility includes handling user requests coming through various channels.
• Possible project involvement: assisting in assigned projects.
• Other tasks as assigned.
• Remote role requires a dedicated workspace with privacy and a quiet environment due to phone-based support.
• Reliable high-speed internet is required for seamless remote work.
• Soft skills expectations include a pleasant demeanor, multitasking ability, and staying composed under pressure as the primary interface for the IT department.

Reporting Relationship

• Supervised by: Cloud Architect / IT Manager
• Supervises: None

Additional Requirements

• Home office setup: Maintain a dedicated, separate office or room at home to ensure privacy and professional working conditions.
• Connectivity: Maintain a reliable, high-speed internet connection at your residence.
• Geographic restriction: Must reside and work exclusively within the contiguous United States.
• Work authorization: Must be legally eligible to work in the United States.
• Notification protocol: Inform and receive approval from the IT department before working from any location other than the legal address PaceMate has on file. Address updates or temporary location requests require contacting PaceMate IT or HR. Additional details are available in the PaceMate official handbook.
• Foreign transport of sensitive information: When confidential information is carried into a foreign country, it must be stored in an inaccessible form (for example, encrypted external storage) or remain in the worker’s possession at all times. PaceMate workers may not take secret PaceMate information into another country without permission from Physical Security management.

Physical Requirements

• While performing duties, the employee is consistently required to remain in a stationary position, operate a computer or other office equipment, and frequently communicate with customers and employees.
• Must exchange accurate information and effectively utilize voice over internet protocol.
• Repetitive motions using fingers and forearms in data entry are required.