IT Support Specialist

Vireo Health, Inc.; Maryland; 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

PTO 15 days

401k with employer match

Job summary

Vireo Health, Inc. seeks an IT Support Specialist to own and resolve customer issues, researching and troubleshooting across hardware, software, and networks. You will follow escalation procedures, document resolutions, and maintain the knowledge base while aligning with security standards.

The role focuses on Windows, macOS, Android, AD/Entra IDs, and Microsoft 365, with exposure to Azure, network issues, and device management. Remote work with occasional Maryland on-site support is expected.

Qualifications

• Solid ITSM knowledge and incident handling.
• Strong troubleshooting and problem-solving skills.
• Windows, Android, and macOS experience.
• Entra ID, AD, Group Policy, SSO expertise.
• Microsoft 365 (Exchange, Teams, OneDrive, SharePoint) proficiency.
• Networking basics: TCP/IP, DNS, DHCP, VPN.
• RMM and patching tools familiarity; Intune and JAMF MDMs.
• POS and surveillance systems experience; E‑commerce platforms understanding.
• Ability to prioritize tasks and handle multiple issues.
• Excellent communication and customer service orientation.
• Willingness to work remotely with occasional Maryland on-site support.

Responsibilities

• Diagnose, troubleshoot, and resolve complex IT issues across hardware, software, network and apps.
• Provide Level 1–2 support for incidents and service requests related to Office 365 and Azure.
• Support end-user devices: desktops, laptops, mobile devices, printers and peripherals.
• Document troubleshooting steps and create knowledge base articles when appropriate.
• Escalate unresolved issues following standard procedures to internal teams.
• Maintain awareness of regulatory and security standards relevant to IT.
• Participate in upgrades and installations for new hardware and software.
• Develop and document SOPs and baseline network monitoring standards.
• Be familiar with company configuration standards and infrastructure architecture.

Skills

ITSM

Troubleshooting

Windows

Android

macOS

Entra ID

Active Directory

Group Policy

SSO

Microsoft 365

Networking basics

TCP/IP

DNS

DHCP

VPN

RMM

Intune

JAMF

POS systems

Surveillance systems

E-commerce platforms

Application Support

ISP management

Education

BS or equivalent combination of education and related experience

Tools

Intune

JAMF

RMM tools

Job description

Who we are:

At Vireo Health, we aren’t just another cannabis company—we’re a 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’re building more than a business—we’re building a community. As we rapidly expand nationwide, we’re looking for talented, driven, and passionate people to join us. If you’re ready to turn your passion into a career, let’s grow 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.

What impact you'll make:

• 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 provide 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.

What you’re capable 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 remotely 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 Occasionally 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%

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
• Competitive additional benefits including HSA, FSA, Dependable Care, EAP services, etc.
• 15 Days of accrued PTO 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 that doesn’t ignite 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’re pioneering the future of cannabis with a team that’s as dynamic as the industry itself. Here, you’ll find a workplace that’s collaborative, 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, crafting cutting‑edge products, or shaping unforgettable customer experiences, you’ll be part of something bigger. If you’re looking for a career that’s exciting, meaningful, and full of growth, let’s build the future of cannabis together.

EEO Statement
Vireo Health, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without 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