IT Service Desk Tech 1

Join Trulieve – Where Passion Meets Purpose. We are proud to be recognized on TIME's America's Best Companies 2026 List, an honor awarded to top-performing U.S. organizations based on employee satisfaction, financial strength, and sustainability transparency. Trulieve was one of only two cannabis companies to receive this distinction. Our plants are hand-grown in carefully controlled environments designed to minimize unwanted chemicals and pests, keeping the cultivation process as natural as possible.

About the role

The IT Service Desk Tech is a customer-service-focused role that ensures Trulieve technology runs smoothly. You will focus on First Contact Resolution of all inbound support tickets from Trulieve Departments nationwide. This position is key for upward mobility within IT, as you will interact with all systems across the organization.

Responsibilities

• Provide outstanding customer service to internal employees.
• Process support request tickets and meet target SLAs within the service desk.
• Utilize and improve IT documentation for procedures, policies, and troubleshooting guides.
• Support Windows Operating systems, Microsoft print management, and standard O365 applications.
• Answer incoming support calls from grow, production, and retail facilities nationwide.
• Collaborate with vendor engineers, project managers, and support techs to resolve application-related issues.
• Apply basic network troubleshooting skills and understanding of TCP/IP addressing.
• Assist in the management and tracking of all digital assets and legacy applications (AD Groups).
• Create and remove user accounts across various systems for new hires and terminations.
• Work with the IT Service Desk Manager and IT Service Desk Leads to ensure a seamless customer experience.
• Provide innovative solutions to uncommon problems.
• Work scheduled hours, including occasional evenings, weekends, holidays, and emergency scheduling.
• Perform any other tasks assigned by the IT Service Desk Manager or IT Service Desk Supervisor.

Requirements

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

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.