IT Technical Support Specialist

Overview:

Technical Support Specialist will provide technical assistance to computer system users.  Investigate and resolve computer software and hardware problems of users.  Answer user’s inquiries in person, ticket, chat, email and via telephone concerning the use of computer hardware and software. 

Essential Job Functions:

• Provide quality technical telephone and chat support to end users on common computer system or hardware problems or questions.
• Enter and maintains accurate descriptions for all communications requesting support.
• Work with co-workers to research problem and find solutions.
• Coordinate vendor hardware and software service when necessary.
• Install personal computer hardware and peripheral components, and software.
• Load specified software packages, such as operating systems, word processing, or spreadsheet programs into computer.
• Trouble shoot software packages.
• Coordinate installation of hardware and software and implementation of procedure changes.
• Working knowledge of change control processes and procedures.
• Ability to multitask under a changing & demanding environment.

Job Requirements:

• 5 years technical experience in computer or network support
• Some higher education and/or certs a plus
• Solid foundation of Windows and Mac operating systems
• Trouble shooting skills.
• Work evening hours & weekends
• Ability to work within a Trouble Ticket environment.
• Working knowledge of Retail POS Support, a plus
• Knowledge of computer applications, network gear, hardware & software, and telecommunications platforms.
• Knowledge of user support techniques.
• Working knowledge of the principles and practices of customer service.
• Ability to communicate effectively, both orally and in writing.
• Ability to maintain effective working relationships.
• Throughout extended periods, must be capable of sitting, squatting, standing, kneeling, bending, or walking throughout the workday. Must be capable for working in front of a computer for extended periods of time.
• Self-motivated
• Team player

This is a Hybrid full-time salary exempt position located in the state of Maryland.  Days and hours of work are Monday through Friday (which may change as business demands), 8 AM to 5PM after hours work will be required as job duties demand. Travel will be required to sites both within and outside of Maryland.

Our Benefits:

• Paid time off (PTO) including 8 paid holidays per year*
• Medical Insurance, which includes a 100% company paid option for employees*
• Dental Insurance, which includes a 100% paid option for employees*
• Vision Insurance, which includes a 100% paid option for employees *
• 401k retirement savings plan*
• Company paid Short-Term & Long-Term disability*
• Company paid Life Insurance*
• Employee Assistance Program (EAP)
• Employee referral program
• Commuter benefits*
• Product discounts
• Additional compensation incentives (tips, bonuses, etc.)

*For full-time positions only

We want our story to be one that fosters an inclusive culture and provides an enriching employee experience. As an equal-opportunity employer, we embrace individuals from all backgrounds, experiences, abilities, and perspectives. We believe in providing equal opportunities to all individuals, including those who may have encountered legal issues related to previous marijuana laws. We understand that these laws have disproportionately impacted certain communities and individuals. We are committed to considering all candidates based on their qualifications, skills, and potential to contribute to our team, rather than focusing solely on past legal encounters. We encourage individuals from diverse backgrounds, including those with past involvement with the legal system, to apply for positions within our organization.