Remote Support Lead

Join PACS: Elevate Healthcare with Us! 

PACS is elevating healthcare by revolutionizing our approach to leadership and quality care. Guided by our core values of love, excellence, trust, accountability, mutual respect, and fun, we strive to foster a culture of compassionate care within our teams and the communities we serve. As we grow rapidly, exciting opportunities await you to engage in impactful projects and contribute valuable insights to stakeholders nationwide. 

 If you're ready to make a difference and embrace our mission of creating real change, we invite you to join us at PACS. Together, let’s shape the future of healthcare! 

Join Our Team and Thrive! 

At PACS, we believe our employees are our greatest asset. That’s why we offer an exceptional benefits package designed to enhance your well-being and support your lifestyle. 

Our comprehensive benefits include: 

• Health Coverage: Enjoy medical, dental, and vision plans to keep you and your family healthy. 

• PTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge. 

• Financial Wellness: Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively. 

• Retirement Planning: Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings. 

• Support When You Need It: Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges. 

Join us at PACS and take advantage of a workplace that truly values you! 

GENERAL DESCRIPTION

The remote support lead is the primary contact for technicians for advanced support. This role involves monitoring the general technical knowledge base of PACS technology and ensuring the help desk technician’s training is up to date, efficient and accurate. The help desk technical lead is also expected to help users resolve issues on a day-to-day basis.

Technical Knowledge & Responsibilities

· Installs, maintains, and troubleshoots PACS computer systems and related hardware. Monitors the condition and age of computer equipment and recommends upgrades or replacements.

· Investigates hardware problems and performs minor system hardware and communication connection repairs.

· Maintains user accounts, email accounts and instruct and/or assists new users in usage.

· Installs, maintains, and configures operating system software as needed for the intended usage.

· Installs and configures application software and assists users in usage.

· Collects information on trouble and assistance calls to establish patterns of frequent occurrences.

· Performs other administrative and general duties as assigned and may be called upon to provide IT related assistance outside normal business hours.

· Knowledge of Information Technology systems, methodology and practices.

· Use documentation available to continually enhance your knowledge.

· Provide General Training for new hires.

· Act as primary contact for help desk tier 1 technicians needing assistance

· Maintain PACS Technology’s KB

CORE COMPETENCIES

Customer and Client Focus

· Demonstrates active listening skills, helping the customer describe the problem or issue.

· Asks appropriate questions to determine the impact and scope of the problem.

· Tests solutions thoroughly before getting back to the customer.

· Speaks with customer before closing tickets to ensure problems are resolved and the customer is satisfied.

Problem Solving Skills

· Considers multiple perspectives and user roles when problem solving.

· Replicates the issue(s)

· Writes a clear problem statement that can be understood by all parties.

· Documents the actions taken in problem solving.

· Vets all avenues before escalating the ticket.<