IT Support/ Help Desk

POSITION SUMMARY

The IT Support / Help Desk Associate provides first-line technical support to employees across King City Gardens / FW Green Management, LLC and its affiliated entities. This role is responsible for troubleshooting hardware, software, network, and point-of-sale (POS) issues, supporting seed-to-sale and compliance tracking systems, maintaining IT assets, and ensuring reliable technology operations across cultivation, processing, and retail locations. The ideal candidate is a proactive problem-solver comfortable working in a fast-paced, highly regulated cannabis operation.

Requirements

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the first point of contact for employee IT support requests via help desk ticketing system, phone, or in person, and track requests to resolution.

• Troubleshoot and resolve hardware, software, printer, mobile device, and network connectivity issues across all entity locations.

• Support and maintain point-of-sale (POS) systems, security camera/badge access systems, and seed-to-sale tracking software (e.g., METRC) used for state compliance.

• Set up, configure, and deploy computers, tablets, POS terminals, and other end-user devices for new hires and new locations.

• Manage user accounts, permissions, and access across email, HRIS, payroll, and other business systems in coordination with HR and IT leadership.

• Maintain accurate IT asset inventory, including hardware, software licenses, and warranty/service records.

• Escalate complex issues to the IT Manager or third-party vendors as needed, and follow up to ensure timely resolution.

• Assist with network and Wi-Fi troubleshooting, including routers, switches, and access points at cultivation, processing, and retail sites.

• Support compliance-related technology needs, including camera retention requirements and system uptime for Ohio Division of Cannabis Control (DCC) compliance.

• Document recurring issues and contribute to a growing internal knowledge base and standard operating procedures (SOPs).

• Assist with onboarding/offboarding technology tasks, including account provisioning and equipment collection, in partnership with the HR department.

• Maintain confidentiality of sensitive company, employee, and compliance data.

• Perform other IT-related duties as assigned.

QUALIFICATIONS

• Associate's degree in Information Technology, Computer Science, or related field preferred; equivalent experience and relevant certifications (CompTIA A+, Network+) considered in lieu of degree.

• 1-3 years of help desk, technical support, or related IT experience preferred.

• Working knowledge of Windows and/or macOS operating systems, Microsoft 365, and basic networking concepts.

• Strong troubleshooting and problem-solving skills with the ability to explain technical issues to non-technical staff.

• Excellent customer service, communication, and time-management skills.

• Ability to prioritize and manage multiple support requests across several locations.

• Must be at least 21 years of age and able to pass a background check in accordance with Ohio Division of Cannabis Control (DCC) requirements.

• Valid driver's license and reliable transportation required for travel between locations.

PHYSICAL REQUIREMENTS

• Ability to lift and carry IT equipment up to 40 lbs (monitors, towers, networking equipment).

• Ability to sit, stand, kneel, and work in server/network closets and under desks as needed.

• Ability to travel locally between entity locations as required.

WORK ENVIRONMENT

This position operates in a licensed cannabis cultivation, processing, and/or retail environment. The employee may be exposed to cultivation and processing areas subject to Ohio DCC security, access control, and surveillance requirements. All work must be performed in compliance with applicable state and local cannabis regulations and company security protocols.