Senior IT Systems Support Specialist

Who We Are

As a family-owned company, PALECEK values integrity, loyalty, and strong partnerships. We are driven to improve, innovate, and inspire. We bring our personal best to every aspect of our business, from our design and craft to our internal teamwork and customer service. We are passionate about creativity and believe that beautiful spaces enhance the quality of life.

Summary

The Senior IT Systems Support Specialist is a mid-level, hands-on role responsible for providing comprehensive technical support to approximately 250 users across multiple locations within a luxury manufacturing company.

This position serves as the escalation point for complex issues, manages Microsoft 365 and core IT systems, supports network and security operations, and helps the desk team to ensure excellent service delivery. The role ensures seamless operation of IT equipment and systems while delivering exceptional customer service to internal stakeholders. Experience with NetSuite, other ERPs, and/or PLM systems is a plus.

Description

• Provide onsite technical support for desktops, laptops, mobile devices, printers, and other peripherals
• Act as Tier 2/3 escalation point for help desk tickets and complex technical issues
• Serve as the primary point of contact for IT issues, troubleshooting hardware, software, and network problems for end users
• Manage user accounts, permissions, and security settings across various systems
• Assist with configuration and monitoring of LAN/WAN, VPN, and wireless networks
• Install, configure, and maintain operating systems, business applications, and system updates
• Oversee the inventory and lifecycle management of IT equipment, including procurement, deployment, and decommissioning
• Support and administer ERP and/or PLM systems, including user training and issue resolution
• Provide guidance and mentoring to help desk staff
• Collaborate with internal departments to understand business needs and deliver IT solutions that enhance productivity
• Maintain documentation for systems, processes, and user guides
• Participate in IT projects, system upgrades, and process improvements
• Ensure compliance with company policies, security standards, and best practices
• Perform other duties as assigned

Key Qualifications

• Five or more years of hands-on IT support experience in a multi-site (national) environment
• Strong technical knowledge of Windows and Mac operating systems, Microsoft 365, and networking fundamentals
• Demonstrated experience supporting ERP (Enterprise Resource Planning) or PLM (Product Lifecycle Management) systems
• Microsoft certified: Modern Desktop Administrator Associate, Azure Administrator, or Microsoft 365 Enterprise Administrator
• Preferred certification in CompTIA A+, Network +, or Security +, ITIL foundation (a plus)
• Experience supporting network infrastructure (switches, firewalls, VPNs, wireless)
• Solid understanding of IT security principles and practices
• Excellent customer service and communication skills, with a proactive and solution-oriented approach
• Ability to manage multiple priorities and work independently or as part of a team
• Strong organizational skills and attention to detail
• Must demonstrate resourcefulness in troubleshooting and resolving IT related issues
• Strong written and verbal communication skills in English; Spanish is preferred
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations
• Ability to act with integrity, empathy, professionalism, and confidentiality
• Responsive and extremely strong customer service approach to employee needs

Physical Requirements

• Operate in a professional office environment
• Moderate noise i.e. business office with computers, phone, printers and light traffic
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to access and navigate different departments within the organization's facilities 
• Must be able to lift 15 pounds unassisted
• Must be able to climb stairs

Pay/Benefits

• Salary Pay Range: $130,000.00-$140,000.00 per year
• Competitive Paid Time Off
• A flexible health plan offering medical, dental, and vision benefits
• Health Care and Dependent Care Flexible Spending Accounts
• Health Savings Account
• 401(k) Savings Plan
• Profit Sharing Benefits