After Hours IT Support Agent – Remote (Information Technology)
About 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:
We are looking for a dedicated and customer-focused Remote Support, After Hours agent to join our IT support team. As a Remote Support After Hours Agent, you will be the initial point of contact for our internal employees during our after-hours support times, from 5PM Eastern Time - 8AM Pacific Time on weekdays, all hours of the weekend and holidays. Your main responsibility will be to answer incoming calls, gather information to create support tickets in our ticketing system, escalate tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.
Essential Duties:
- Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times.
- Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.
- Install, and update software applications, and hardware peripherals.
- Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.
- Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.
- Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff.
- Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.
- Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.
Qualifications -
Education/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.
Certifications:
CompTIA A+ or similar preferred
