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
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.
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 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
J**ob responsibilities and requirements may be modified at the company's discretion to meet changing business needs.
Knowledge, Skills, and Abilities
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
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.