IT Support Specialist

As an IT Support Specialist at Revolution, you will provide technical support and assistance to end-users across our retail, cultivation, and corporate locations. You will be the first point of contact for IT issues, resolving technical problems, performing hardware and software troubleshooting, and ensuring smooth daily operations. This role requires a strong foundation in IT support, excellent customer service skills, and the ability to learn quickly in a fast-paced environment. If you're passionate about technology and helping others, Revolution is the place for you to launch your IT career

Job Type: Hybrid with on-site presence at various Revolution locations in Illinois and Maryland. Can be located in Chicagoland Area or Delavan, Illinois area.

Key Responsibilities

• Provide first-level technical support via help desk for hardware, software, and network issues

• Troubleshoot and resolve desktop, laptop, printer, and mobile device issues

• Perform hardware installation, configuration, and maintenance for workstations and peripherals

• Set up new user accounts, equipment, and software installations

• Monitor and maintain security camera systems and related hardware

• Provide on-site IT support at retail dispensaries, cultivation facilities, and corporate offices

• Train end-users on software applications, system functionalities, and IT best practices

• Manage IT equipment inventory and coordinate hardware repairs or replacements

• Document technical issues, resolutions, and maintain support ticket system

• Escalate complex technical issues to IT Systems Administrator when appropriate

• Assist with basic network troubleshooting and connectivity issues

• Support software updates and patch management processes

• Other duties as assigned

Minimum Education/Experience

• 1-3 years' experience in IT support, help desk, or related technical role

• Associate degree in Information Technology or related field preferred (or equivalent experience)

• Working knowledge of Windows operating systems, Microsoft Office Suite, and common business applications

• Basic understanding of computer hardware, networking concepts, and troubleshooting methodologies

• Experience with ticketing systems and IT documentation practices preferred

Required or Preferred Skills, Abilities, Licensures and Certifications

• Strong customer service orientation with excellent interpersonal skills

• Excellent problem-solving skills and ability to think logically through technical issues

• Clear communication skills with ability to explain technical concepts to non-technical users

• Ability to work independently and manage multiple support requests simultaneously

• Strong attention to detail and commitment to delivering quality support

• Patient and professional demeanor when assisting frustrated users

• Willingness to learn new technologies and expand technical knowledge

• CompTIA A+ or similar certification preferred but not required

• Must be able to travel to retail, cultivation, and corporate locations as needed

Physical Requirements

• Must be able to push, pull, move, and/or lift a minimum of 25lbs to a minimum height of 5 feet and able to push, pull, move, and/or carry such weight a minimum distance of 50 feet, with or without mechanical assistance

• Must be able to work seated/standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands/fingers to hold, grasp, turn, pick, pinch frequently/constantly to complete tasks

• Must have visual acuity with/without job aids to perform activities such as reading, viewing a computer terminal, visual inspection involving small parts/details. Clarity of vision at 20 ft or more in day and night/dark conditions

• Must be able to speak and communicate verbally at conversation levels with co-workers, vendors, etc. (Moderate noise)

Work Schedule

Monday – Friday 40 hours with flexibility for occasional evenings and weekends as needed. Some on-call availability may be required.