IT Service Desk & Systems Support Specialist
Location: Polypack, Inc.
Department: IT Department
Reports To: IT Manager
Position Type: Full-Time
About Polypack
Polypack is a leading manufacturer of shrink wrap and end-of-line packaging machinery serving the packaging industry. We are committed to delivering high-quality solutions and services to our customers while continuing to modernize our internal technology systems.
Our IT team plays a key role in supporting daily operations, maintaining reliable infrastructure, improving user support, and helping the company prepare for future cloud and identity modernization initiatives.
Position Summary
Polypack is seeking a full-time IT Service Desk & Systems Support Specialist to provide hands-on technical support for employees, assist with day-to-day IT operations, and support the company’s Windows domain environment.
This role will be responsible for managing IT service desk requests, troubleshooting user issues, supporting workstations and business applications, assisting with onboarding and offboarding, and helping maintain core infrastructure such as Active Directory, Group Policy, file permissions, and Windows systems.
The ideal candidate is service-oriented, organized, technically curious, and comfortable working across both end-user support and entry-to-mid-level systems administration.
Key Responsibilities
IT Service Desk & End-User Support
- 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, 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.
Active Directory, Domain & Systems Support
- 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.
- Help 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.
Documentation, Security & Process Improvement
- Maintain accurate documentation of systems, procedures, troubleshooting steps, and support processes.
- 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
- 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.
Preferred Qualifications
- Experience with Microsoft 365 administration, including users, groups, licensing, Exchange Online, Teams, and SharePoint.
- Familiarity with Microsoft Entra ID, hybrid identity, MFA, conditional access, and cloud-based identity management.
- Experience supporting or assisting with a hybrid cloud environment involving on-premises Active Directory and Microsoft cloud services.
- Familiarity with Microsoft Intune, endpoint management, device registration, compliance policies, and configuration profiles.
- Experience with Windows Server administration.
- Experience with PowerShell scripting or automation.
- Experience with backup systems, endpoint security tools, or remote support tools.
- Experience working in a manufacturing, engineering, or industrial business environment.
- Relevant certifications are a plus.
Preferred Certifications
Relevant certifications are not required but are a plus, including:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft Certified: Identity and Access Administrator Associate
- Microsoft Certified: Windows Server Hybrid Administrator Associate
Ideal Candidate Profile
The successful candidate will be dependable, professional, and comfortable supporting users across all levels of the organization. They should enjoy solving technical problems, documenting repeatable processes, and helping improve the overall IT support experience.
This position is a strong fit for someone with solid service desk experience who wants to grow into systems administration, Microsoft 365 administration, endpoint management, and hybrid cloud support over time.
Polypack is an equal opportunity employer. We offer great pay and benefits including health insurance , dental, vision, and more.
Check out our website, polypack.com, to learn more about our growing company.
Job Type: Full-time
Pay: $65,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- IT support: 3 years (Preferred)
- Computer networking: 3 years (Preferred)
Work Location: In person
