IT Support Specialist

Vireo Health • Jacksonville, FL

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 escalating unresolved issues to appropriate internal teams. The role provides prompt, accurate customer feedback, records and closes issues, documents troubleshooting and resolutions, and creates knowledge base articles for routine issues when appropriate. The specialist is expected to be familiar with applicable regulatory and security standards, best practices, and company requirements.

The position provides Level 1 and Level 2 support for end-user technology and service requests, with a focus on Azure and Microsoft 365. It addresses hardware, software, network, application, system, and operating-system issues; supports network and voice services; contributes to operating procedures and monitoring standards; and participates in technology upgrades and installations. The role requires living within commuting distance of the Maryland location and involves 60–70% travel weekly.

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, and e-commerce platforms.
• Working knowledge of 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 customer issues, escalating unresolved problems to appropriate internal teams.
• Provide prompt and accurate feedback to customers, and ensure issues are properly recorded and closed.
• Document troubleshooting and resolution steps and create knowledge base articles for routine issues when appropriate.
• Diagnose and resolve complex 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, Azure, user administration, 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 relevant 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 starts.
• 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 employer match after six months of employment.
• Employee discounts.

What This Job Offers

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