Technical Support Specialist

2 weeks ago

Ann Arbor, Michigan, United States C3 Industries Full time

About Us...

At C3 Industries, we focus on cannabis production, but our greatest asset is our workforce. We prioritize local hiring, competitive salary packages, and fostering opportunities for professional development. Our commitment to diversity and inclusion is reflected in our hiring practices, as we strive to create a workplace that offers equal opportunities to women, people of color, and local community members.

Employee Benefits:

  • Comprehensive Medical, Dental, & Vision Coverage
  • Life Insurance Plans
  • Short- & Long-Term Disability Coverage
  • Paid Time Off
  • 401(k) Retirement Plan
  • Referral Incentive Program
  • Company Holidays
  • Company Merchandise

Position Overview: The IT Support Technician plays a crucial role in delivering exceptional customer service, managing support tickets, and assisting with a variety of technologies in a dynamic setting. This position operates in a hybrid model, requiring three days of in-office presence.

Key Responsibilities:

  • Manage and resolve a consistent volume of support tickets as directed by management.
  • Keep requestors informed about expectations, ticket progress, and status updates.
  • Enhance internal processes for submitting, tracking, and resolving IT issues.
  • Monitor, report, and communicate the status of individual ticket queues to management.
  • Set up new user accounts and configure workstations.
  • Provide training to staff to optimize the use of existing technology and assist new users during the onboarding process.
  • Assist end users with inquiries related to software and hardware.
  • Administer and support users in Office365, POS systems, and specialized applications.
  • Maintain documentation for internal system support.
  • Oversee equipment maintenance and manage asset inventories.
  • Participate in a rotating on-call schedule.
  • Support special projects or programs as needed.
  • Troubleshoot issues related to phone systems and printers.
  • Address system failures or technical problems.
  • Install and test system or application updates, patches, and fixes.

Qualifications:

  • A minimum of three years of relevant help desk experience or an equivalent combination of education and experience.
  • An Associate's or Bachelor's degree in Computer Information Systems is preferred.
  • Prior helpdesk support experience is required, with remote support experience being a plus.
  • Strong knowledge of Windows server and desktop operating systems.
  • Proficient in configuring and troubleshooting end-user equipment, including desktops, laptops, RF scan guns, iPads, mobile phones, and printers.
  • Understanding of network concepts, including LAN, WAN, and private network protocols.
  • Experience with virtualization, advanced networking, VoIP telephony, or Office365 is preferred.
  • Customer service-oriented with a strong emphasis on follow-through.
  • Able to learn and support industry-specific or custom software.
  • Capable of assessing urgency and prioritizing tasks effectively.
  • Flexible in working independently or collaboratively as needed.
  • Excellent oral and written communication, documentation, and interpersonal skills.
  • Willingness to travel to branch or off-site locations as required.
  • Must be at least 21 years of age and able to pass a background check.

Our mission is to share our passion for cannabis with the world. If you are interested in contributing to our journey, we would love to hear from you.

C3 Industries is driven by a dedicated, innovative, and hardworking team of cannabis cultivation and processing professionals. We produce premium quality, indoor cannabis flower and extracted products at our state-of-the-art facilities.

  • Compensation Disclaimer:

All compensation estimates are generated by third-party job search engines; C3 Industries will offer competitive compensation based on experience and industry standards.

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