Senior IT Support Specialist

Summary

Join Panelmatic, Inc., a leading provider of custom electrical control panels, as a Senior IT Support Specialist. In this role, you will provide comprehensive technical support to end-users, manage IT infrastructure, and optimize systems. Responsibilities include managing help desk tickets, administering Microsoft 365, managing user onboarding, and troubleshooting various IT issues. The ideal candidate possesses five+ years of experience in technical support, help desk ticketing systems, and Microsoft Entra ID and Intune. A high school diploma is required, and a background check is mandatory. Panelmatic offers a competitive benefits package including medical, dental, vision, 401k, bonuses, and professional development opportunities.

Requirements

• HS diploma required
• Five plus years of experience in technical or IT support role required
• Five plus years of experience with help desk ticketing systems and IT service management required
• Three plus years of experience with Microsoft Entra ID and Microsoft Intune required
• Demonstrated ability to work independently or within a team to manage projects
• Ability to pass physical, drug, driving, and background check required
• Ability to physically push, pull, and lift 25 lbs or more required
• Ability to sit, stand, and walk for four plus hours at a time required
• Alignment with company core values required

Responsibilities

• Provide comprehensive technical support to end-users via phone, email, remotely, or in person
• Manage help desk tickets, ensuring timely resolution and accurate documentation
• Administer and support the Microsoft 365 Suite
• Manage user onboarding processes
• Maintain IT hardware and software inventory
• Troubleshoot and resolve issues related to network, computer, email, Internet, and third-party applications
• Coordinate hardware/software repairs with vendors
• Analyze user issues and implement preventative solutions through automation or documentation
• Support IT infrastructure maintenance, including servers, SaaS platforms, and integrations
• Create and update IT documentation, how-to guides, and training resources
• Perform other tasks and duties as assigned by management

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience) preferred
• ITIL certification or familiarity with the ITIL framework preferred
• Experience with remote support tools and technologies preferred
• Proficiency in Microsoft Active Directory management preferred
• Familiarity with cloud-based services and technologies preferred
• Working knowledge of ISO 27001 and NERC CIP-013 compliance standards preferred
• Experience with scripting/automation tools (e.g., PowerShell, Bash, Python, Ansible) preferred
• Experience with virtualization platforms such as VMware or KVM preferred

Benefits

• Medical, dental, vision, HSA, term life, AD&D, STD, LTD
• 100% medical premium paid for by Panelmatic for the employee-only level medical coverage
• 80% paid for by Panelmatic and 20% paid for by the employee on all other level medical coverage (i.e. employee plus child, employee plus spouse, family)
• 401K and bonuses
• Scholarships, educational reimbursement, paid volunteerism, and paid personal and professional development provided
• PTO and paid holidays provided
• Career advancement opportunities
• Competitive wages
• Family-friendly environment with average employee tenure above five year