We are a fast-growing, innovative company that is revolutionizing global health. At Vireo Systems and pH-D you will be on the ground-floor of an exciting fast-growing company that focuses on its core values and is passionate about improving the lives of people and pets by delivering premium, health products through world-class research innovation and manufacturing.
Position Summary:
We are seeking a customer-focused Tier 1 IT Support Technician to serve as the first point of contact for day-to-day IT requests and foundational technical issues. This role is responsible for resolving routine user concerns efficiently and professionally, allowing the IT Manager to focus on automation, security, infrastructure improvements, and broader strategic initiatives.
In this hands-on position, they will manage incoming tickets, troubleshoot common Windows and macOS issues, support Microsoft 365 applications, and assist with account access and device setup. This role will work directly with employees across the organization, ensuring a smooth and reliable technology experience while following established processes and documentation standards.
Role and Responsibilities:
Serve as first point of contact for IT issues via ticketing system, email, and chat
Troubleshoot common Windows and macOS issues (logins, software, printing, peripherals)
Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
Assist with password resets, MFA issues, and basic account access problems
Support conference rooms, monitors, docks, printers, and scanners
Provide clear, professional communication to end users
Assist with new hire setup (laptops, monitors, accessories)
Perform basic device configuration and software installs
Assist with user onboarding and offboarding tasks following documented processes
Maintain accurate asset records and ticket notes
Escalate issues that fall outside Tier 1 scope with proper context and troubleshooting steps
Follow and contribute to internal documentation and standard operating procedures
Identify repetitive issues and suggest opportunities for automation or improvement
Cloud-first IT operations in a Microsoft 365 / Entra ID environment
Modern device management and identity-driven access
Structured troubleshooting and escalation practices
Exposure to security, compliance, and IT strategy over time
Other duties as assigned
Requirements:
Basic understanding of Windows operating systems (Windows 10/11)
Familiarity with Microsoft 365 applications
Strong communication and customer service skills
Willingness to learn and take feedback
Organized, dependable, and comfortable working through a ticket queue
Previous helpdesk or IT support experience
Basic knowledge of macOS
Familiarity with ticketing systems or RMM tools
Interest in automation, scripting, or IT career growth
Open to travel up to 40% (mostly local)
Physical Demands / Work Environment:
Must be able to sit/stand for 8 hours
Walking, bending, light lifting up to 50 lbs
Compensation + Benefits:
Base salary + bonus based on company and personal performance
Medical, Dental, Vision and Supplement Insurance (with company assistance)