Hybrid IT Support Specialist (Tier 2–3)

Associated Hair Professionals; Golden (CO); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

PTO 17 days

Holidays

Volunteer day

Sabbatical after 5 years

401(k) match

Wellness allowance

Job summary

Professional Assist Corporation (PAC) in Golden, CO, is seeking a Systems Support Specialist (Tier 2–3) to assist Member Services staff and resolve complex IT issues across NetForum, Kentico, and PAC websites. This full-time, hybrid role partners with the IT team to maintain operations and service quality.

You will handle intake, triage, and escalations, perform endpoint setup, write basic SQL queries, and contribute to knowledge base articles while supporting Microsoft 365 and RingCentral.

Qualifications

• 3–5 years in a dedicated IT support role, including Tier 2 or higher.
• Hands-on Microsoft 365 administration (Entra ID, Exchange Online).
• Experience administering a help desk platform with reporting.
• Advanced troubleshooting of a business application, such as an AMS, CRM, or ERP.
• Ability to write basic SQL queries for data lookups.

Responsibilities

• 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.
• 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.

Skills

IT support

Microsoft 365 administration

Customer service / communication

SQL basics

Documentation

Education

Associate or Bachelor's degree in IT or related field or certifications

Tools

NetForum

Kentico

Drupal

Genuity

RingCentral

Microsoft 365

Entra ID

Exchange Online

SQL queries

Job description

Professional Assist Corporation (PAC) in Golden, CO, is seeking a Systems Support Specialist (Tier 2–3) to assist Member Services staff and resolve complex IT issues across NetForum, Kentico, and PAC websites. This full-time, hybrid role partners with the IT team to maintain operations and service quality.

You will handle intake, triage, and escalations, perform endpoint setup, write basic SQL queries, and contribute to knowledge base articles while supporting Microsoft 365 and RingCentral.