IT Support Specialist

Vireo Health, Inc.; City of Johnstown (NY); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

HSA

FSA

Wellness days

Volunteer hours

PTO

401k match

Employee discounts

Job summary

Vireo Health, Inc. is seeking an IT Support Specialist to own customer issues, diagnose and resolve hardware, software, and network problems. You will assist users across desktops, laptops, mobile devices, and printers, focusing on Azure and Microsoft 365 services.

The role requires strong troubleshooting, ITSM knowledge, and excellent communication. Working remotely with occasional on-site support to our Maryland locations provides a dynamic work environment.

Qualifications

• Typically requires a BS or equivalent combination of education and related experience.

Responsibilities

• Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.
• Support end-user devices including desktops, laptops, mobile devices, printers, and peripherals.
• Focus on Azure and Microsoft 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, AD, DC, Servers).
• Provide Level 1 and 2 IT support for incidents or service requests related to Office 365, Azure, and servers.
• Identify and resolve network issues; develop standard operating procedures and monitoring standards.

Skills

Windows

Android

macOS

Active Directory

Group Policy

SSO

Microsoft 365

SharePoint/OneDrive

Azure

Networking basics

RMM

Intune

JAMF

POS systems

Surveillance systems

ISP management

Application Support

Troubleshooting

Customer service

Communication

Education

BS or equivalent

Tools

Entra ID

Active Directory

Group Policy

SSO

Microsoft 365

SharePoint

OneDrive

Azure

AD

DC

Servers

RMM

Intune

JAMF

Job description

Who we are:

At Vireo Health,we’renot just another cannabis company—we’rea movement. Founded by physicians and driven by innovation, we blend science, technology, and passion to create top-tier cannabis products and experiences. Our team of 500+ bold creators and trailblazers are shaping the future of the industry, and we want you to be part of it. We take pride in being one of the most diverse and inclusive workplaces in cannabis, fostering a culture where everyone belongs. Through employee engagement, community events, and non-profit partnerships,we’rebuilding more than a business—we’rebuilding a community. As we rapidly expand nationwide,we’relooking for talented, driven, and passionate people to join us. Ifyou’reready to turn your passion into a career,let’sgrow the future together.

What the role is about:

The IT Support Specialist will take ownership of customer issues reported and see problems through resolution. (S)he will research, diagnose, troubleshoot, and identify solutions to resolve customer issues. Follow standard procedures for properly escalating unresolved issues to the appropriate internal teams. Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues. Documenting troubleshooting and problem resolution steps, creating knowledge base articles when appropriate for routine issues. Be familiar with regulatory & security standards, best practices, and company requirements.

Whatimpactyou’llmake:

• Diagnose, troubleshoot, and resolve complex hardware, software, network, and application issues.
• Support end-user devices including desktops, laptops, mobile devices, printers, and peripherals.
• Focus on Azure and Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, AD, DC, Servers)
• Administrate and provides Level 1 and 2 support for incidents (problem/issues) or service requests related to Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, Azure, AD, DC, Servers)
• Identify and resolve network issues across network/voice domains. Develop standard operating procedures and baseline network monitoring standards. Support network transport (LAN / WAN), service delivery (Voice / Data / Collaboration)
• Identify and resolve system and OS-level issues within Vireo’s IT environment
• Define and document best practices and strategies regarding application deployment and infrastructure maintenance
• Be familiar with documentation for assigned technology, configuration standards, and infrastructure architecture
• Participate in upgrade projects and installation activities for new hardware and software components

Whatyou’recapable of:

• Solid understanding of IT service management and incident handling.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of:
  • Windows, Android and macOS operating systems
  • Entra ID, Active Directory and Group Policy, SSO.
  • Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • RMM and patching tools.
  • MDMs such as Intunes, JAMF.
  • POS systems
  • Surveillance systems
  • E-commerce platforms
  • Application Support
  • ISP and telecom management
• Ability to prioritize tasks and manage multiple issues simultaneously.
• Excellent verbal and written communication skills.
• Strong customer service orientation and attention to detail.
• Working remote with the occasional flexibility to offer on-site support to our Maryland locations

Physical Demands

• Sit Rarely 1–2 hours
• Stand Continuously 1–8 hours
• Walk Continuously 2–8 hours
• Balance Frequently 34–66%
• Bend Occasional 1–33%
• Climb (2–6 ft) Occasionally 1–33%
• Crawl Occasionally 1–33%
• Crouch/Squat Occasionally 1–33%
• Kneel Occasionally 1–33%
• Reach (forward & overhead) Frequently 34–66%
• Twist (45 degrees at waist) Occasionally 1–33%

Lifting/Carrying

• Lifting/Carrying 0–10 lbs. Occasionally 1–33%
• 11–25 lbs. Occasionally 1–33%
• 26–50 lbs. Occasionally 1–33%
• 51–100 lbs. Never 0%

Traveling

• 60-75%

What you’ve accomplished:

• Typically requires a BS or equivalent combination of education and related experience.

What we offer:

• Compensation: $65,000-70,000 annually depending on experience
• Medical, dental, vision, and life insurance on the first of the month after you begin employment
• Competitiveadditionalbenefits including HSA, FSA, Dependable Care, EAP services, etc.
• 15Days ofaccruedPTO in addition to 2 Wellness Days & Volunteer Hours that will increase with tenure
• 401k program with an employer match after six months of employment

Why Choose Vireo?

Life’s too short to work somewhere thatdoesn’tignite your passion. The cannabis industry is fast-paced, innovative, and full of opportunity—where science meets creativity, and wellness meets culture. At Vireo Health,we’repioneering the future of cannabis with a teamthat’sas dynamic as the industry itself. Here,you’llfind a workplacethat’scollaborative, inclusive, and driven by HEART and purpose, where your work has a real impact on people’s lives. Whether you’re cultivating the highest-quality plants, craftingcutting-edgeproducts, or shaping unforgettable customer experiences,you’llbe part of something bigger. Ifyou’relooking for a careerthat’sexciting, meaningful, and full of growth,let’sbuild the future of cannabis together.

A Growing Industry: Work at the leading tech company in the cannabis industry and help shape the future
Passionate Culture: Join a team that truly cares about the plant, the people, and the purpose behind what we do
Employee Perks: Enjoy competitive pay and benefits, paid time off,and employee discounts
Making an Impact: We’re committed to education, sustainability, and giving back to the communities we serve.

EEO Statement

Vireo Health, Inc. isan equal opportunity employer, and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.www.vireohealth.com