IT Support Tech

ROLE SUMMARY

The IT Support Tech is a role that requires hands on support of the Trulieve locations to ensure operations are optimized in their technology support needs.

They are responsible for keeping accurate details of stores in their area from a hardware, software, and overall tech operations standpoint.

Additionally, they will be an escalation point for level 3 of the ServiceDesk team as required. They will be responsible for the creation of SOPs for the purpose of knowledge transfer to ServiceDesk technicians.

They report and work directly with the Regional IT Manager.

KEY DUTIES AND RESPONSIBILITIES :

• Provide outstanding customer service to our internal employees
• Provide on-site and remote support for the organization nationally
• Communicate on a frequent basis with their managed store’s team and area leadership
• Aware of tickets in your area of managed stores and will escalate within the ServiceDesk to get resolution
• Keep up to date documentation for the managed stores in your area through information gathered during quarterly site visits
• Administration of Microsoft Azure, Office365, and Office Applications
• Possess exceptional understanding of Windows Operating Systems and advanced O365 applications
• Troubleshooting various network related issues
• Assists in the management of all MDM software platforms
• Assists in the management of all existing and legacy applications
• Document and update IT procedures, policies and troubleshooting documentation
• Helps to audit manual software procedures and works to streamline and automate where needed
• Works with the IT Service Desk Manager to provide seamless customer experience
• Provide innovative solutions to uncommon problems
• Responsible for responding to technical needs 24 / 7
• Travel to facilities state wide, up to 50%
• Any other tasks as assigned by the IT Service Desk Manager

SKILLS AND QUALIFICATIONS :

• Associates or Bachelor’s degree preferred
• 2+ years of IT Support experience
• Must have a passion for customer service and problem solving
• Excellent communication skills, both written and verbal
• Ability to multi-task, and work in a fast-paced, dynamic environment
• Self-motivated, does not need to be micro-managed
• Experience with Windows workstation operating systems (Windows 7, Windows 8, 8.1 and Windows 10). Experience
• with Windows Server is a plus
• Proficiency in using Microsoft Office & O365 Applications, troubleshooting common errors, and recovery mechanisms
• Proficiency in O365, Intune, SharePoint and Azure administration
• Possess advanced network administration skills and able to manage / install TCP / IP, VLANs, and associated hardware
• Possesses any number of industry standard certifications, such as CompTIA, A+, Network+, Microsoft Role Based
• certifications for Windows Operating Systems, or other similar certifications
• Experience working in an enterprise environment, under a helpdesk or desktop support role
• Ability to make educated decisions quickly
• Ability to pass a Level 2 Background Screening
• Must be at least 21 years old

PHYSICAL REQUIREMENTS :

• Must be at least 21 years old
• Must be able to push, pull, move, and / or lift a minimum of 25lbs to a minimum height of 5 feet and able to push, pull, move, and / or carry such weight a minimum distance of 50 feet, with or without mechanical assistance
• Must be able to work seated / standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands / fingers to hold, grasp, turn, pick, pinch frequently / constantly to complete tasks
• Must be able to handle organic matter daily, able to wear PPE as appropriate (eye, face, hand, arm, head, foot, body, fall protection), and able to be exposed to hot, cold, wet, humid, or windy conditions while wearing PPE (95 degrees or greater)
• Must have visual acuity with / without job aids to perform activities such as; reading, viewing a computer terminal, visual inspection involving small parts / details.

Clarity of vision at 20 ft or more in day and night / dark conditions

Must be able to speak and communicate verbally at conversation levels with co-workers, vendors, etc. (Moderate noise)

WORK SCHEDULE :

40+ hours weekly with flexible hours depending on department needs. Must be available to work occasional evenings, weekends, and holidays

Equal Opportunity Employer Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

This position will work an average of 40 hours per week and will be available after hours if an emergency situation should arise.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.

Nearest Major Market : Columbus