IT Support Specialist

Vireo Health • Santa Ana, CA

4d • $65,000 - $70,000

About The Position

The IT Support Specialist owns customer issues from initial report through resolution, researching, diagnosing, and troubleshooting problems and identifying solutions. The role follows standard escalation procedures for unresolved issues, provides customers with prompt and accurate feedback, and ensures issues are properly recorded and closed. It also documents troubleshooting and resolution steps and creates knowledge base articles for routine issues when appropriate. The specialist must be familiar with regulatory and security standards, best practices, and company requirements.

The position provides Level 1 and Level 2 support across hardware, software, networks, applications, operating systems, and end-user devices. It focuses particularly on Azure and Microsoft 365 services, including Office applications, SharePoint, OneDrive, Teams, user administration, Active Directory, domain controllers, and servers. The role also supports network and voice services, participates in hardware and software upgrades and installations, and documents technology standards, procedures, and infrastructure practices.

The employee must live within commuting distance of the Maryland location and travel 60–70% weekly. The work includes frequent standing and walking, as well as occasional bending, climbing, crawling, crouching, kneeling, twisting, and lifting or carrying items up to 50 pounds.

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.
• 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 customer issues and see them through resolution.
• Research, diagnose, troubleshoot, and resolve complex hardware, software, network, and application issues.
• Escalate unresolved issues to the appropriate internal teams using standard procedures.
• Provide prompt and accurate feedback to customers and ensure issues are recorded and closed properly.
• Document troubleshooting and problem-resolution steps and create knowledge base articles for routine issues when appropriate.
• Support end-user desktops, laptops, mobile devices, printers, and peripherals.
• Provide Level 1 and Level 2 support for Office 365 and related services, including Office apps, 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 applicable 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 accrued PTO days, plus two Wellness Days and volunteer hours; these 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