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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Systems Support Specialist - **Company:** Professional Assist Corporation - **Location:** Golden, CO, United States (Remote available) - **Salary:** $62,400.0 - $70,720.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Apple Mac Systems, Asana, Business Software, Microsoft Outlook, CompTIA Network+, CompTIA Security+, Information Systems, Data Synchronization, Drupal, IT Management, Windows PowerShell, Salesforce.Com, Microsoft SharePoint, SQL Databases, Peripherals, Microsoft Onedrive, Information Technology, Kentico, 3-tier Architectures, Hubspot - **Published:** October 25, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2d88ca65754ed09c ## About the Role * 35 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 administrativetasks * 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 ## Description PACis seeking a motivatedTier 23 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 addressesadvanced application problems in NetForum and PAC's websites. The primaryfocus is on supporting operations and service quality. This position works closely with the Systems Administrator and Systems Architect inthe IT Department. This is a full-time, non-exempt position reporting to the Senior Director of Information Technology and has no direct reports., 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 Serviceon 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 Servicestaff 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.