IT Support Tech

Trulieve•South Highpoint, FL

2d•Onsite

About The Position

The IT Support Technician provides technical assistance and hands-on support to Trulieve locations, ensuring reliable performance of hardware, software, and network systems. The role supports operational efficiency through troubleshooting, maintenance, and technology deployments across facilities and dispensaries. Responsibilities include asset documentation, Level 3 escalation support, and developing standard operating procedures for knowledge transfer. The position works closely with the Technology Operations Supervisor to uphold service standards and drive continuous improvement. The technician provides on-site and remote support to locations nationwide, administers Microsoft Azure, Office 365, and related applications, troubleshoots network issues, and assists with mobile device management. The role also supports retail operations and new store openings and remodels, including deploying and configuring technology, coordinating repairs, checking site readiness, and documenting assets. Travel of up to 35% nationwide is required, along with availability for 24/7 technical support as needed.

Requirements

At least 3 years of experience in IT support, help desk, or desktop support roles within an enterprise environment.
Ability to make sound, timely decisions in a fast-paced setting.
Independent, self-starter approach.
Advanced knowledge of Windows OS and Windows Server; familiarity with macOS and Linux.
Proficiency in Office 365, Azure, Intune, SharePoint, and advanced Office 365 troubleshooting.
Strong understanding of TCP/IP, VLANs, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Hardware and software troubleshooting skills for desktops, laptops, printers, peripherals, and mobile devices.
Active Directory user management and permissions experience.
Familiarity with remote support tools such as TeamViewer and Remote Desktop, and ITSM platforms such as Zendesk, ServiceNow, and ADO.
Ability to communicate clearly and patiently with non-technical users, identify root causes, prioritize tickets, meet SLAs, and collaborate with IT teams and cross-functional departments.
Must be at least 21 years old and pass Level 2 Background Screening.
Willingness to travel up to 35% nationwide and availability for 24/7 technical support as needed.
Ability to lift 25 pounds to a height of five feet and carry it up to fifty feet; climb ladders; kneel, crouch, and reach; work in varying environmental conditions while wearing PPE; visually inspect details and work at a computer; and communicate verbally at conversation levels.
Must be available for on-call duties, evenings, weekends, and holidays.

Nice To Haves

Associate’s or bachelor’s degree in IT, Computer Science, or a related field.
CompTIA A+, Network+, Microsoft Role-Based, or ITIL Foundation certification.

Responsibilities

Deliver customer service and technical support to internal employees.
Provide on-site and remote IT support for locations nationwide and respond to requests by phone, email, or ticketing system.
Diagnose and resolve hardware, software, and network issues involving computers, mobile devices, peripherals, and network equipment.
Install, configure, and maintain operating systems, applications, and security tools.
Manage user accounts, passwords, and access permissions.
Perform routine system maintenance and updates.
Document issues, resolutions, and processes in the IT knowledge base.
Support IT upgrades, deployments, and migrations.
Ensure compliance with IT policies and security standards.
Maintain accurate documentation for managed stores and update it during quarterly site visits.
Administer Microsoft Azure, Office 365, and related applications.
Troubleshoot network issues and assist with mobile device management platform administration.
Collaborate with IT Service Management to provide a seamless support experience.
Audit and streamline manual software processes and contribute to automation initiatives.
Develop innovative solutions to complex technical challenges.
Respond to critical technical needs on a 24/7 basis as needed.
Provide retail IT support for POS systems, printers, network connectivity, and store applications, resolving issues quickly to minimize downtime.
Coordinate hardware replacements and repairs with vendors and internal teams.
Assist with planning and executing IT installations for new stores and remodels.
Deploy and configure network equipment, POS systems, workstations, and peripherals.
Perform site readiness checks and ensure IT systems are operational before launch.
Document installation processes and maintain accurate inventories of deployed assets.
Travel up to 35% nationwide.