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Role Description

The IT (Information Technology) Service Desk Tech is a role that requires a customer service approach to assist in keeping Trulieve technology running strong. They will be focused on First Contact Resolution of all inbound support tickets from Trulieve Departments nationwide. Service Desk Techs are responsible for assisting our internal customers by providing world class customer service with attention to detail as we enable the business to operate without limitations from IT. Service Desk Techs will work as a team to manage all planned and non-planned tech communications for the organization. They work directly with Support Techs and IT leadership to design documented solutions to issues that arise as the organization grows. The Service Desk is the key position for upward mobility within IT as Techs touch all systems throughout the organization.

Key Duties and Responsibilities

• Provide outstanding customer service to our internal employees
• Work within the service desk to process support request tickets and meet target SLA’s
• Properly utilize documentation for IT procedures, policies and troubleshooting guides while providing feedback for improvements to each
• Possess a good understanding of Windows Operating systems, Microsoft print management and standard O365 applications
• Answer incoming support calls from grow, production and retail facilities nationwide
• Work with vendor engineers, project managers and support techs to solve application related issues
• Possess basic network troubleshooting skills as well as an understanding of TCP/IP addressing
• Assist in the management and tracking of all digital assets
• Assist in the management of all existing and legacy applications (AD Groups)
• Creation and removal of user accounts across various systems as part of new hire and terminations
• Work with the IT Service Desk Manager and IT Service Desk Leads to provide seamless customer experience
• Provide innovative solutions to uncommon problems
• Responsible for working scheduled hours both inside and outside of regular working hours. Occasional emergency scheduling may occur
• Any other tasks as assigned by the IT Service Desk Manager and/or IT Service Desk Supervisor

Qualifications

• Relevant associate degree or 2+ years' experience in related field
• Effective time-management skills and ability to multi-task
• Ability to make educated decisions quickly
• Ability to pass Level 2 Background Screening
• Must have a passion for customer service and be customer obsessed and problem solving
• Excellent communication skills, both written and verbal

Work Schedule

• 40+ hours weekly with flexible hours depending on department needs
• Must be available to work occasional evenings, weekends, and holidays

Benefits

• A comprehensive benefits package including paid time off is offered with this position