IT Service Desk & Systems Support Specialist

Polypack, Inc is hiring a full-time IT Service Desk & Systems Support Specialist to deliver hands-on support for employees and help keep day-to-day technology operations running smoothly. Based in Pinellas Park, FL (onsite), this role focuses on troubleshooting, managing service desk requests, and supporting a Windows domain environment.

This position supports users with a wide range of hardware, software, and connectivity needs, while also contributing to core Windows infrastructure and endpoint maintenance. You will help with onboarding and offboarding workflows, maintain accurate documentation, and assist with infrastructure improvements and IT process continuity.

Key Responsibilities

• Respond to, triage, prioritize, and resolve IT service desk requests from employees.
• Provide first- and second-level support for hardware, software, printers, phones, user accounts, email, Microsoft Office, and general business application issues.
• Troubleshoot Windows desktops and laptops, peripherals, network connectivity, VPN access, and common user problems.
• Set up, configure, and deploy computers, software, user accounts, mobile devices, and peripherals.
• Assist with new employee onboarding, including device preparation, account setup, access permissions, and basic user training.
• Assist with employee offboarding, including access removal, account disabling, and equipment recovery.
• Communicate clearly with non-technical users and provide timely updates on support requests.
• Escalate complex issues when needed while maintaining ownership and follow-through.
• Maintain documentation for common troubleshooting steps, IT procedures, and internal support guides.
• Assist with administration of Windows domain environments.
• Create, modify, and disable user accounts, groups, and computer objects in Active Directory.
• Support and troubleshoot Group Policy issues.
• Assist with file share permissions, security groups, and access requests.
• Support DNS, DHCP, mapped drives, printers, and other core Windows network services.
• Maintain Windows desktops and servers through updates, patching, monitoring, and general maintenance.
• Assist with workstation imaging, software deployment, and endpoint configuration.
• Monitor system health, backups, storage, and performance alerts as assigned.
• Support IT projects related to infrastructure improvements, security, and modernization.
• Follow IT security best practices when handling passwords, permissions, devices, and company data.
• Identify recurring issues and recommend improvements to reduce repeat service desk requests.
• Assist with maintaining inventory records for computers, peripherals, software, and assigned equipment.
• Work with internal departments and outside vendors as needed.
• Support continuous improvement of IT service delivery and internal support processes.

Required Qualifications

• 3+ years of experience in an IT service desk, help desk, desktop support, or technical support role.
• Working knowledge of Windows desktops, laptops, Microsoft Office, printers, and common business applications.
• Experience supporting users in a business or corporate environment.
• Basic experience with Active Directory user and group administration.
• Familiarity with Windows domain environments, domain-joined computers, and network file permissions.
• Basic understanding of Group Policy and Windows security permissions.
• General knowledge of DNS, DHCP, TCP/IP, VPN, Wi-Fi, and basic network troubleshooting.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize support requests and manage multiple tasks at once.
• Ability to document technical procedures clearly.
• Willingness to learn new systems and grow into broader systems administration responsibilities.

Technologies

• Windows, Active Directory, Group Policy
• DNS, DHCP, TCP/IP, VPN, Wi-Fi
• Microsoft Office, Microsoft 365, Microsoft Entra ID, Exchange Online, Teams, SharePoint
• Azure Fundamentals, Microsoft Intune
• PowerShell
• Windows Server
• MFA, conditional access, endpoint management
• Remote support tools, Microsoft cloud services

Compensation and Location

• Location: Pinellas Park, FL (onsite)
• Salary: USD 65,000 - 85,000 per year
• Employment: Full-time

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance