IT Support Tech

Trulieve Cannabis Corp - Clearwater, FL

Full-time - Entry Level

Onsite - Clearwater, FL

Chemical Manufacturing

About the position

The IT Support Tech at Trulieve plays a crucial role in ensuring that the technology needs of the organization are met efficiently and effectively. This position requires hands-on support across various Trulieve locations, focusing on optimizing operations related to hardware, software, and overall technology support. The IT Support Tech will be responsible for maintaining accurate records of the technology infrastructure in their assigned stores, acting as an escalation point for level 3 issues within the ServiceDesk team, and creating Standard Operating Procedures (SOPs) to facilitate knowledge transfer to ServiceDesk technicians. Reporting directly to the Regional IT Manager, this role is integral to the smooth functioning of IT operations within the company. In this position, the IT Support Tech will provide exceptional customer service to internal employees, offering both on-site and remote support across the organization. Regular communication with store teams and area leadership is essential to ensure that all technology-related issues are addressed promptly. The role involves keeping up-to-date documentation for managed stores, administering Microsoft Azure and Office365, and troubleshooting various network-related issues. The IT Support Tech will also assist in managing Mobile Device Management (MDM) software platforms and legacy applications, ensuring that all IT procedures and policies are documented and updated as necessary. This position requires a proactive approach to problem-solving, with the expectation of providing innovative solutions to uncommon technical challenges. The IT Support Tech will be required to travel to facilities nationwide, with travel expectations of up to 50%. This role demands a commitment to responding to technical needs around the clock, ensuring that the organization’s technology infrastructure remains operational and efficient. The IT Support Tech will also be involved in auditing manual software procedures and working to streamline and automate processes where possible, contributing to a seamless customer experience alongside the IT Service Desk Manager.

Responsibilities

• Provide outstanding customer service to internal employees.
• Provide on-site and remote support for the organization nationally.
• Communicate frequently with managed store teams and area leadership.
• Monitor and escalate tickets within the ServiceDesk for resolution.
• Maintain up-to-date documentation for managed stores through quarterly site visits.
• Administer Microsoft Azure, Office365, and Office Applications.
• Troubleshoot various network-related issues.
• Assist in managing all MDM software platforms.
• Manage existing and legacy applications.
• Document and update IT procedures, policies, and troubleshooting documentation.
• Audit manual software procedures and work to streamline and automate processes.
• Work with the IT Service Desk Manager to provide a seamless customer experience.
• Provide innovative solutions to uncommon problems.
• Respond to technical needs 24/7.
• Travel to facilities nationwide, up to 50%.
• Perform any other tasks assigned by the IT Service Desk Manager.

Requirements

• Associates or Bachelor's degree preferred.
• 2+ years of IT Support experience.
• 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 and does not require micro-management.
• Experience with Windows workstation operating systems (Windows 7, 8, 8.1, and 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.
• Advanced network administration skills, able to manage/install TCP/IP, VLANs, and associated hardware.
• Possession of industry-standard certifications such as CompTIA, A+, Network+, Microsoft Role Based certifications for Windows Operating Systems, or 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.

Benefits

• Comprehensive benefits package including paid time off.
• Flexible working hours depending on department needs.
• Opportunity to work in a fast-growing industry.