Company Overview:

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)
• 401(k) with company match
• Paid Time off, Paid Holidays