Systems Support Specialist

Job Description

Job Description

About Us

We are Professional Assist Corporation (PAC), a professional membership organization consisting of four associations: Associated Bodywork & Massage Professionals (ABMP), Associated Skin Care Professionals (ASCP), Associated Hair Professionals (AHP), and Associated Nail Professionals (ANP). We help our members, professionals in these four fields, build successful careers and businesses by providing liability insurance coverage, continuing education, industry magazines, business and marketing tools, legislative advocacy, and more. We're dedicated to helping our members build and maintain successful practices, and our business philosophy is summed up by our motto: expectmore.

We have a staff of approximately 60 talented, dedicated employees who collaborate to support our members, as well as a supportive, empowering company culture. We invest in people and resources to produce benefits that meet and exceed individual and professional expectations.

PAC is situated in the foothills west of Golden, Colorado, in the Genesee area. We have a beautiful view of the spectacular Colorado high country. We embrace a hybrid work environment. We work at the office on Tuesdays, Wednesdays, and Thursdays, and we offer employees the option to work from home on Mondays and Fridays.

Position Overview 

PAC is seeking a motivated Tier 2–3 support role, designed to support Member Services staff and the technical issues their 130,000+ members bring. The Systems Support Specialist is the first point of contact for technology problems at PAC. The role resolves staff IT issues, handles technical member cases the Member Services team can't close, and addresses advanced application problems in NetForum and PAC's websites. The primary focus is on supporting operations and service quality. This position works closely with the Systems Administrator and Systems Architect in the IT Department.

This is a full-time, non-exempt position reporting to the Senior Director of Information Technology and has no direct reports.  

Duties and Responsibilities 

Intake and First Response 

• Serve as first point of contact for IT requests from the Member Service team and other PAC staff by ticket, email, phone, and Teams
• Log, categorize, and prioritize every request in Genuity, and keep tickets updated until closed
• Manage Genuity, PAC's help desk system, including configuration, ticket categories, workflows and automations, SLAs, and user access
• Build Genuity reports and dashboards that track ticket volume, response times, and key service metrics
• Resolve common issues, including password resets, MFA and account lockouts, Outlook, Teams, OneDrive, SharePoint, printers, and peripherals
• Support RingCentral softphones, desk phones, and call queue issues that affect Member Services
• Take technical escalations from Member Service on member cases, such as website login problems, account access, and missing confirmation emails. The specialist does not contact members directly; Member Service owns all member communication 

Tier 2 Support 

• Research member login, membership status, and web-user account problems in NetForum, and correct them within approved access
• Investigate failed online renewals and orders by reviewing NetForum records and payment reporting; route any financial correction to Accounting for approval.
• Reproduce website issues on PAC's Kentico and Drupal sites, and document steps, browser, device, and screenshots before escalating
• Escalate to the Tier 3 System Administrator, Systems Architect, developers, or outside vendors with complete ticket notes, and follow each escalation to resolution
• Assist the System Administrator with endpoint setup, patching, and software installs, and handle first-line hardware triage
• Own intake for new-hire and offboarding requests: gather details, open the ticket, and assist the Tier 3 System Administrator with equipment setup, account setup, and access removal
• Spot recurring issues and report monthly trends to IT leadership

Tier 3 Support 

• Diagnose complex NetForum and website problems, including data sync between NetForum and the association sites
• Write read-only SQL queries against NetForum data to find root causes and affected member records
• Lead root-cause analysis on recurring incidents and recommend permanent fixes to IT leadership
• Run problem management: track recurring issues and known workarounds, and publish them for Member Service
• Back up the Tier 3 System Administrator on Microsoft 365, identity, and endpoint administration

Knowledge and Training 

• Write and maintain knowledge base articles for IT and for Member Service and other PAC staff
• Build simple troubleshooting scripts that help Member Service resolve common member tech issues on first contact
• Train Member Service staff on top recurring issues and new tools
• Help maintain the IT asset and license inventory

Other Duties 

• Provide occasional after-hours support during planned system cutovers
• As part of a company-wide member retention effort shared across departments, make an estimated 30 expired-member outreach calls per week to help members renew their membership.

Systems Supported 

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Entra ID): end-user support and administration; backs up the System Administrator on user, license, and mailbox changes
• NetForum (AMS): research member, login, renewal, and order problems; read-only SQL for root cause
• Kentico and Drupal association sites: diagnose site and data-sync issues; escalate fixes to web/dev
• Genuity (help desk system): system owner for configuration, workflows, SLAs, user access, and reporting
• RingCentral: softphone and desk phone issues; extension and queue changes
• Windows & MacOS, printers, and peripherals: assist with setup, patching, and installs; hardware triage
• Payment reporting: confirm whether a payment posted; read-only, with no charges or refunds
• Monday.com: track IT tasks and handoffs

Job responsibilities and requirements may be modified at the company's discretion to meet changing business needs.

Knowledge, Skills, and Abilities 

• 3–5 years in a dedicated IT support role, such as help desk, desktop, or systems support, including at least 2 years at Tier 2 or higher
• Hands-on Microsoft 365 administration, including Entra ID and Exchange Online
• Experience administering a help desk platform, including configuration, workflows, and reporting
• Advanced troubleshooting of a business application, such as an AMS, CRM, or ERP
• Ability to write basic SQL queries for record lookups and root-cause research
• Clear writing, with the ability to turn a fix into steps a non-technical person can follow
• Ability to explain technical problems in plain language that Member Services can pass on to members
• Ability to stay organized when several urgent issues arrive at once
• Commitment to protecting member data and following access and change controls
• Sound judgment on when to solve and when to escalate
• A service mindset and patience with frustrated users

Preferred Skills and Experience 

• Hands-on experience with NetForum or another AMS or CRM, such as Salesforce or HubSpot
• Experience supporting Kentico or Drupal sites
• PowerShell scripting for Microsoft 365 or Windows administrative tasks
• Experience in an association, membership, or nonprofit environment
• Experience administering a cloud phone system such as RingCentral

Education 

• Required: associate or bachelor's degree in IT or a related field, or a current industry certification such as CompTIA A+, CompTIA Network+, or a Microsoft 365 administrator certification
• Preferred: bachelor's degree in IT, Information Systems, or a related field; ITIL 4 Foundation or other IT service management training; additional certifications such as CompTIA Security+ or an advanced Microsoft certification

Benefits

• All company employees are eligible for an annual discretionary bonus based on company performance.
• Comprehensive health insurance, including medical, dental, vision, accident, life, and disability options offered.
• Paid time off (PTO) accrues per hour worked; you can earn up to 17 days of PTO in the first year. PTO accruals increase after 2 years of employment (up to 20 days per year) and after 10 years of employment (up to 23 days per year).
• Eight paid standard holidays.
• One paid day to volunteer annually.
• Eligible for a two-week paid sabbatical after 5 years of employment.
• Immediate 401(k) participation with up to 5% company match.
• Inclusive workplace—an Equal Opportunity Employer.
• $400 annual Beauty and Wellness Allowance.

Applicants must be authorized to work for any employer in the United States of America. We are currently unable to sponsor or take over sponsorship of an employment visa, and we are not enrolled in the E-Verify program.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information .

The pay for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as alignment with internal and external pay equity.