Configuration Technician/Help Desk Technician

Job Title: IT Support Technician Department: Information Technology
Reports to: Technology Operations Supervisor
The IT Support Technician provides technical assistance and hands-on support to Trulieve locations, ensuring reliable performance of hardware, software, and network systems. This role is critical to maintaining operational efficiency through troubleshooting, maintenance, and technology deployments across facilities and dispensaries. Responsibilities include asset documentation, Level 3 escalation support, and development of SOPs for knowledge transfer. The position works closely with the Technology Operations Supervisor to uphold service standards and drive continuous improvement.

Deliver exceptional customer service and technical support to internal employees.
Provide on-site and remote IT support for locations nationwide.
Respond promptly to support requests via phone, email, or ticketing system.
Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, peripherals, and network equipment.
Install, configure, and maintain operating systems, applications, and security tools.
Manage user accounts, including password resets and access permissions.
Document issues, resolutions, and processes in the IT knowledge base.
Support IT projects such as upgrades, deployments, and migrations.
Ensure compliance with IT policies and security standards.
Maintain accurate documentation for managed stores and update during quarterly site visits.
Administer Microsoft Azure, Office 365, and related applications.
Troubleshoot network-related issues and assist with MDM platform management.
Collaborate with IT Service Management to ensure a seamless support experience.
Audit and streamline manual software processes and contribute to automation initiatives.
Travel up to 35% nationwide.
Retail & Store Support:
Provide IT support for retail locations, including POS systems, printers, network connectivity, and store-specific applications.
Resolve issues impacting store operations quickly to minimize downtime.
New Store & Remodel Support:
Assist with planning and execution of IT installations for new store openings and remodels.
Deploy and configure network equipment, POS systems, workstations, and peripherals.
Perform site readiness checks and ensure all IT systems are operational before launch.
Document installation processes and maintain accurate inventory of deployed assets.

At least 3 years in IT support, help desk, or desktop support roles within an enterprise environment.
Associate’s or bachelor’s degree in IT, Computer Science, or related field (preferred).
Certifications such as CompTIA A+, Network+ , Microsoft Role-Based , or ITIL Foundation (preferred).
Advanced knowledge of Windows OS and Windows Server; familiarity with macOS and Linux.
Microsoft Technologies: Proficiency in Office 365, Azure, Intune, SharePoint, and advanced O365 troubleshooting.
Networking: Strong understanding of TCP/IP, VLANs, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Device & Application Support: Hardware/software troubleshooting for desktops, laptops, printers, peripherals, and mobile devices.
Tools: Remote support tools (TeamViewer, Remote Desktop) and ITSM platforms (Zendesk, ServiceNow, ADO).
MDM & Legacy Applications: Assist in managing mobile device platforms and legacy systems.
Customer Service: Communicate clearly and patiently with non-technical users.
Collaboration: Work effectively with IT teams and cross-functional departments.
Must be at least 21 years old and pass Level 2 Background Screening.
Willingness to travel up to 35% nationwide.
Availability for 24/7 technical support as needed.

Ability to work in varying environmental conditions while wearing PPE.
Visual acuity for detailed inspection and computer work.
40+ hours per week with flexible hours based on business needs.
~ Must be available for on-call duties, evenings, weekends, and holidays.


Equal Opportunity Employer Trulieve Supports a Drug Free Workplace