IT Support Specialist

Vireo Health • Sacramento, CA

4d • $65,000 - $70,000

About The Position

The IT Support Specialist owns customer issues from initial report through resolution. The role researches, diagnoses, and troubleshoots issues; escalates unresolved problems to the appropriate internal teams; provides timely and accurate feedback; and records and closes issues appropriately. The specialist documents troubleshooting and resolution steps and creates knowledge base articles for routine issues when appropriate. The role also requires familiarity with regulatory and security standards, best practices, and company requirements.

The specialist provides Level 1 and Level 2 support across end-user devices, Microsoft 365, Azure, identity and directory services, servers, networks, voice and data services, applications, and operating systems. The role includes supporting upgrades and installations, documenting technology and infrastructure standards, and establishing procedures for network monitoring and infrastructure maintenance. The position requires living within commuting distance of the Maryland location and involves 60–70% weekly travel.

Requirements

• Typically requires a bachelor's 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 mobile device management tools 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.
• Able to travel 60–70% weekly.

Responsibilities

• Own reported customer issues and see them through resolution.
• Research, diagnose, troubleshoot, and resolve complex hardware, software, network, application, system, and operating system issues.
• Escalate unresolved issues to the appropriate internal teams and provide prompt, accurate feedback to customers.
• Record and close issues, document troubleshooting and resolution steps, and create knowledge base articles for routine issues when appropriate.
• Provide Level 1 and Level 2 support for Office 365, Azure, user administration, Active Directory, domain controllers, and servers.
• Support end-user desktops, laptops, mobile devices, printers, and peripherals.
• Identify and resolve network issues across network and voice domains; support LAN/WAN transport and voice, data, and collaboration services.
• Develop standard operating procedures and baseline network monitoring standards.
• 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.

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 accrued PTO days, 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