IT Service Desk Tech 2

Role Summary

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
• 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
• Aids in the management and tracking of all digital assets
• Aids in the management of all existing and legacy applications (AD Groups)
• Create and remove user accounts across various systems as part of new hire and terminations
• Works with the IT Service Desk Manager and IT Service Desk Leads to provide a seamless customer experience
• Provide innovative solutions to uncommon problems
• Responsible for working scheduled hours both inside and outside of regular working hour. Occasional emergency scheduling may occur
• Responsible for checking your schedule and being on time
• Any other tasks as assigned by the IT Service Desk Manager and Or IT Service Desk Supervisor

Skills And 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 a Level 2 Background Screening
• 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

Equal Opportunity Employer

Trulieve Supports a Drug Free Workplace

Salary And Benefits

Equal Employment Opportunity Employer
Trulieve Provides a Comprehensive Benefits Package Including Paid Time Off