IT Service Desk Tech 2

Renew Cannabis Co.; Tallahassee, Northern (FL, KY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid time off

Job summary

Trulieve is seeking a Service Desk Tech Level 2 to support internal employees nationwide from a remote location. You will handle first-contact resolution, follow documented procedures, and work with IT leadership to improve processes.

The role requires strong customer service, Windows/Office 365 knowledge, and the ability to work schedule flexibility including evenings or holidays when needed.

Qualifications

• Relevant associate degree or 2+ years' experience in related field.
• Strong customer service orientation and problem solving.
• Excellent written and verbal communication skills.

Responsibilities

• Provide outstanding internal customer service and support.
• Process tickets and meet service level targets.
• Document IT procedures and suggest improvements.
• Support Windows OS, Microsoft 365, and printing management tasks.
• Coordinate with vendors and IT staff to resolve issues.
• Manage user accounts and AD Groups for hires/terminations.

Skills

Customer service

Time management

Multi-tasking

Decision making

Communication

Problem solving

Education

Associate degree

Tools

Windows OS

Microsoft 365

Active Directory

Job description

Join Trulieve – Where Passion Meets Purpose

If you're interested in being part of one of the nation's fastest-growing industries, Trulieve may be the perfect place for you. We are proud to be recognized on TIME's America's Best Companies 2026 List, an honor awarded to top-performing U.S. organizations based on employee satisfaction, financial strength, and sustainability transparency. Trulieve was one of only two cannabis companies to receive this distinction.

If you have passion for helping others and want to make a meaningful impact through your work, this may be the role for you. At Trulieve, we strive to bring our patients the relief they need in products they can trust. Our plants are hand-grown in carefully controlled environments designed to minimize unwanted chemicals and pests, keeping the cultivation process as natural as possible every step of the way. To learn more about Trulieve and our mission, please visit www.trulieve.com

Requisition ID: 21272

Remote Work Available: Yes

Job Title: Service Desk Tech Level 2

Department: Information Technology

Reports to: IT Service Desk Supervisor

Site Hours: 40+

Location: Remote

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.
• 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.
• Assists in the management and tracking of all digital assets
• Assists 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
• 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
• 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 occasional evenings, weekends, and holidays

Equal Opportunity Employer l Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.