Systems Support Specialist

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: expect more.

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.

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  role resolves staff IT issues, handles technical member cases the Member Services team can't close, and addresses advanced application problems in Net Forum 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.

• 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, One Drive, SharePoint, printers, and peripherals
• Support Ring Central 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

• Research member login, membership status, and web-user account problems in Net Forum, and correct them within approved access
• Investigate failed online renewals and orders by reviewing Net Forum 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…