IT Support Specialist

Vireo Health • Boca Raton, FL

4d • $65,000 - $70,000

About The Position

The IT Support Specialist takes ownership of customer issues and sees them through to resolution. The role researches, diagnoses, and troubleshoots problems; escalates unresolved issues to the appropriate internal teams; provides prompt and accurate customer feedback; and ensures issues are recorded and closed properly. It also includes documenting troubleshooting and resolution steps and creating knowledge base articles for routine issues when appropriate. The specialist is expected to be familiar with regulatory and security standards, best practices, and company requirements.

The position provides Level 1 and Level 2 support across end-user hardware, software, networks, applications, and infrastructure. Key areas include Azure and Microsoft 365, identity and user administration, Active Directory, servers, network and voice services, operating systems, and end-user devices. The role also participates in technology upgrades and installations and documents operational practices and infrastructure standards.

The employee must live within commuting distance of the Maryland location. The role requires 60–70% travel weekly.

Requirements

• Typically requires a bachelor of science degree or an equivalent combination of education and related experience.
• Solid understanding of IT service management and incident handling.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows, Android, and macOS operating systems.
• Working knowledge of Entra ID, Active Directory, Group Policy, and single sign-on (SSO).
• Working knowledge of Microsoft 365, including Exchange, Teams, OneDrive, and SharePoint.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.
• Working knowledge of RMM and patching tools.
• Working knowledge of MDMs such as Intune and JAMF.
• Working knowledge of POS systems, surveillance systems, e-commerce platforms, application support, and ISP and telecom management.
• Ability to prioritize tasks and manage multiple issues simultaneously.
• Excellent verbal and written communication skills.
• Strong customer service orientation and attention to detail.
• Must live within commuting distance of the Maryland location.
• Must be able to travel 60–70% weekly.

Responsibilities

• Take ownership of reported customer issues and see them through to resolution.
• Research, diagnose, troubleshoot, and resolve customer issues; escalate unresolved issues to appropriate internal teams.
• Provide prompt and accurate feedback to customers and ensure issues are properly recorded and closed.
• Document troubleshooting and problem-resolution steps and create knowledge base articles for routine issues when appropriate.
• Diagnose and resolve hardware, software, network, and application issues.
• Support desktops, laptops, mobile devices, printers, and peripherals.
• Administer and provide Level 1 and Level 2 support for incidents and service requests related to Microsoft 365, Office applications, SharePoint/OneDrive, Teams, user administration, Azure, Active Directory, domain controllers, and servers.
• Identify and resolve network issues across network and voice domains.
• Develop standard operating procedures and baseline network-monitoring standards.
• Support LAN/WAN network transport and voice, data, and collaboration service delivery.
• Identify and resolve system- and operating-system-level issues in Vireo’s IT environment.
• Define and document best practices and strategies for application deployment and infrastructure maintenance.
• Maintain familiarity with documentation for assigned technology, configuration standards, and infrastructure architecture.
• Participate in upgrade projects and installation activities for new hardware and software components.
• Follow regulatory and security standards, best practices, and company requirements.

Benefits

• Medical, dental, vision, and life insurance beginning on the first of the month after employment begins.
• HSA, FSA, dependent care benefits, and EAP services.
• 15 days of accrued PTO, plus two wellness days and volunteer hours that increase with tenure.
• 401(k) program with an employer match after six months of employment.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level