IT Service Desk Technician

This is a fully remote position, open to applicants in Florida.

📋 Description

• Serve as the initial point of contact for inbound support tickets from Trulieve departments across the country.

• Deliver exceptional customer service to internal staff.

• Manage support request tickets while adhering to target SLAs.

• Utilize and enhance IT procedures, policies, and troubleshooting documentation.

• Respond to incoming support calls from grow, production, and retail locations.

• Collaborate with vendor engineers, project managers, and support technicians to address application issues.

• Conduct basic network troubleshooting.

• Oversee and monitor digital assets.

• Manage both current and legacy applications.

• Create and deactivate user accounts for new hires and terminations.

• Coordinate with the IT Service Desk Manager and Leads to ensure a seamless customer experience.

• Develop creative solutions to unique challenges.

• Work scheduled shifts, including occasional evenings, weekends, holidays, and emergency schedules.

• Carry out additional tasks as assigned by IT service desk leadership.

⛳️ Requirements

• Relevant associate degree or a minimum of 2 years' experience in a related field.

• Strong time-management abilities and capacity to handle multiple tasks simultaneously.

• Capability to make informed decisions swiftly.

• Ability to pass Level 2 Background Screening.

• Enthusiasm for customer service and problem-solving.

• Exceptional written and verbal communication skills.

• Solid understanding of Windows operating systems.

• Familiarity with Microsoft print management.

• Knowledge of standard O365 applications.

• Basic skills in network troubleshooting.

• Understanding of TCP/IP addressing.

• Availability to work 40+ hours per week, including occasional evenings, weekends, and holidays.

• Must review the schedule regularly and maintain punctuality.

🏝️ Benefits

• Comprehensive benefits package.

• Paid time off.

• Flexible hours.