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Job Title:IT Support Technician 

Department:Information Technology 

Reports to:Technology Operations Supervisor 

FLSA Status:Exempt 

Role Summary 

The IT Support Technician provides technical assistance and hands-on support to Trulieve locations, ensuring reliable performance of hardware, software, and network systems. This role is critical to maintaining operational efficiency through troubleshooting, maintenance, and technology deployments across facilities and dispensaries. Responsibilities include asset documentation, Level 3 escalation support, and development of SOPs for knowledge transfer. The position works closely with the Technology Operations Supervisor to uphold service standards and drive continuous improvement. 

Key Responsibilities 

• Deliver exceptional customer service and technical support to internal employees. 

• Provide on-site and remote IT support for locations nationwide. 

• Respond promptly to support requests via phone, email, or ticketing system. 

• Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, peripherals, and network equipment. 

• Install, configure, and maintain operating systems, applications, and security tools. 

• Manage user accounts, including password resets and access permissions. 

• Perform routine system maintenance and updates. 

• Document issues, resolutions, and processes in the IT knowledge base. 

• Support IT projects such as upgrades, deployments, and migrations. 

• Ensure compliance with IT policies and security standards. 

• Maintain accurate documentation for managed stores and update during quarterly site visits. 

• Administer Microsoft Azure, Office 365, and related applications. 

• Troubleshoot network-related issues and assist with MDM platform management. 

• Collaborate with IT Service Management to ensure a seamless support experience. 

• Audit and streamline manual software processes and contribute to automation initiatives. 

• Provide innovative solutions for complex technical challenges. 

• Respond to critical technical needs on a 24/7 basis. 

• Travel up to 35% nationwide. 
  

Retail & Store Support: 

• Provide IT support for retail locations, including POS systems, printers, network connectivity, and store-specific applications. 

• Resolve issues impacting store operations quickly to minimize downtime. 

• Coordinate with vendors and internal teams for hardware replacements and repairs. 
  

New Store & Remodel Support: 

• Assist with planning and execution of IT installations for new store openings and remodels. 

• Deploy and configure network equipment, POS systems, workstations, and peripherals. 

• Perform site readiness checks and ensure all IT systems are operational before launch. 

• Document installation processes and maintain accurate inventory of deployed assets. 

Skills and Qualifications 

Experience: 

• At least 3 years 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. 
  

Education & Certifications: 

• Associate's or bachelor's degree in IT, Computer Science, or related field (preferred). 

• Certifications such as CompTIA A+, Network+, Microsoft Role-Based, or ITIL Foundation (preferred). 
  

Technical Skills: 

• Operating Systems: Advanced knowledge of Windows OS and Windows Server; familiarity with macOS and Linux. 

• Microsoft Technologies: Proficiency in Office 365, Azure, Intune, SharePoint, and advanced O365 troubleshooting. 

• Networking: Strong understanding of TCP/IP, VLANs, DNS, DHCP, VPN, and Wi-Fi troubleshooting. 

• Device & Application Support: Hardware/software troubleshooting for desktops, laptops, printers, peripherals, and mobile devices. 

• Systems Administration: Active Directory user management and permissions. 

• Tools: Remote support tools (TeamViewer, Remote Desktop) and ITSM platforms (Zendesk, ServiceNow, ADO). 

• MDM & Legacy Applications: Assist in managing mobile device platforms and legacy systems. 
  

Core Competencies: 

• Customer Service: Communicate clearly and patiently with non-technical users. 

• Problem-Solving: Identify root causes and implement effective solutions. 

• Time Management: Prioritize multiple tickets and meet SLAs. 

• Collaboration: Work effectively with IT teams and cross-functional departments. 
  

Additional Requirements: 

• Must be at least 21 years old and pass Level 2 Background Screening. 

• Willingness to travel up to 35% nationwide. 

• Availability for 24/7 technical support as needed. 

Physical Requirements 

• Ability to lift 25 lbs. to a height of five feet and carry up to fifty feet. 

• Ability to climb ladders, kneel, crouch, and reach as needed. 

• Ability to work in varying environmental conditions while wearing PPE. 

• Visual acuity for detailed inspection and computer work. 

• Ability to communicate verbally at conversation levels. 

Work Schedule 

• 40+ hours per week with flexible hours based on business needs. 

• Must be available for on-call duties, evenings, weekends, and holidays. 

Equal Opportunity Employer Trulieve Supports a Drug Free Workplace