The Role
This role is ideal for individuals eager to learn how to troubleshoot, install, and maintain various IT systems related to both end-user hardware and technology infrastructure. You don’t need to be an expert, but we value a strong willingness to learn and grow in a dynamic, hands-on environment. This role will be required to travel up to 50% support various sites. As part of our IT operations team, you will support day-to-day system operations, help resolve technical issues and maintain the health of our IT infrastructure. Over time, you will gain the confidence to take ownership of these systems and continue to grow within the IT organization.
Responsibilities
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End-User Hardware Support:
- Troubleshoot, install, and maintain devices such as PCs, laptops, retail Point of Sale (PoS) technology (registers, printers, iPads/iOS devices), VoIP phones, and other end-user systems.
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Technology Infrastructure Support:
- Assist in managing Dell and Nutanix servers, Windows Server 2016/2019, network equipment (Meraki and Fortinet switches, firewalls, wireless APs), manufacturing IoT devices, ISP circuits, and interconnectivity technologies (copper ethernet and single-mode fiber optics).
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Incident Management:
- Monitor and respond to issues via our helpdesk ticketing system (Fresh Service).
- Proactively and reactively address alerts from our SolarWinds system monitoring platform.
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On-Call Support:
- Participate in after-hours, weekend, and holiday on-call support rotations.
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Other Duties:
- Additional responsibilities as assigned by manager.
- Support overall information systems planning, implementation, and administration in a variety of IT functional areas.
- Follow internal procedures and guidelines to troubleshoot and resolve basic IT issues across different systems and technologies, including hardware, software, and networks.
- Provide support to end-users, assisting with software and hardware malfunctions, setting up new equipment, and documenting and escalating issues as necessary.
- Install and configure software and applies patches or updates to maintain basic IT infrastructure such as servers, workstations, and network devices.
- Routinely test and monitor IT system performance to ensure system security and reliability.
Qualifications
- High School Diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology or related field preferred.
- 1+ of experience and / or training in IT support or related fields.
- Understanding of IT hardware and software systems, including end-user devices (PCs, laptops, iPads, PoS systems) and infrastructure components (servers, networking equipment, and Windows Server environments).
- Familiarity with basic network troubleshooting (Ethernet, fiber optics) and system monitoring tools is a plus.
- Ability to troubleshoot and resolve technical issues related to hardware and software systems.
- Strong communication and interpersonal skills to interact with internal customers and team members.
- Flexibility to participate in on-call rotations, handle physical tasks, and travel as needed.
- Ability to pass state cannabis licensing requirements, including federal background checks.
- Ability to perform tasks that may involve lifting (up to 50 pounds), walking, climbing stairs/ladders, and equipment setup (boxing/unboxing).
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