[Hiring] IT Service Desk Tech 3 @Trulieve

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 Responsibilities

• Act as the primary point of contact for escalated IT support issues from Level 1 and Level 2 analysts.
• Provide advanced troubleshooting and technical support for hardware, software, and network issues.
• Investigate and resolve complex IT issues in a timely manner, ensuring minimal disruption to business operations.
• Collaborate with other IT teams to implement solutions and improve system reliability.
• Document support processes, procedures, and resolutions for knowledge sharing.
• Mentor and coach junior members of the service desk team.
• Contribute to the continuous improvement of IT service delivery processes.
• Stay up to date with emerging technologies and industry best practices.
• 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 a seamless customer experience.
• Provide innovative solutions to uncommon problems.
• Participate in a rotating on-call schedule with other Service Desk Technicians, providing after-hours support and responding to critical incidents to ensure continuous service availability.
• Responsible for working scheduled hours both inside and outside of regular working hours. 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.

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.
• 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 on occasional evenings, weekends, and holidays.
• Participate in a rotating on-call schedule to support after-hours operations.

Benefits

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