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Job Description We are looking for candidates located in Albany/Johnstown, NY or Baltimore, MD and surrounding areas. Candidates currently residing in these areas or planning to relocate will be considered for this position. Who we are: At Vireo Health, we’re not 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 Engineer 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: * Maintains, monitors, and supports the IT infrastructure environment throughout the company; HQ, dispensaries, facilities, distribution centers, and new acquisitions. * Focus on Azure and Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, AD, DC, Servers). * Administrate and provides 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), and network provisioning in accordance with industry best practices and Vireo’s reference Architecture. * Identify and resolve system and OS-level issues within Vireo’s IT environment. Develop standard operating procedures and baseline system health/performance metrics. Support OS-level reliability and system provisioning in accordance with industry best practices and Vireo’s systems reference architecture. * Define and document best practices and strategies regarding application deployment and infrastructure maintenance. * Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems * Be familiar with documentation for assigned technology, configuration standards, and infrastructure architecture. * Adhere to all Vireo and department processes and standards. * Participate in upgrade projects and installation activities for new hardware and software components. What you’re capable of: * Performs professional-level analysis, evaluation, or research applying basic concepts, practices, and theories of areas within IT information systems * Knows and applies IT information systems' fundamental concepts, practices, and procedures. Frequently uses and applies technical standards, principles, theories, concepts, and techniques. * Interact professionally and effectively through verbal and written communication with all professional contacts emphasizing the Company's interests. * Demonstrate Adaptability and Desire to Learn -- Works productively in the face of ambiguity or uncertainty. Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes. Constructively and resourcefully adapts to changing needs, conditions, priorities, or opportunities. Seeks out opportunities to learn from new discoveries, innovations, ways of looking at things, knowledge, and ideas. Invites and incorporates feedback without becoming defensive. * Perform Professional Analysis -- Integrates information from a variety of sources to arrive at a broader understanding of issues (e.g., company reports plus in-store observations). Defines issues clearly despite incomplete or ambiguous information. Identifies the critical issues in moderately complex problems. Approaches problems or issues systematically, looking for connections, trends, and potential causes. Probes and looks past symptoms to determine the underlying causes of problems and issues. * Plan and Execute -- Executes plans (e.g., action steps, timelines) to accomplish objectives. Prioritizes and balances time, actions, and projects to ensure the accomplishment of results. Holds him/herself and the team accountable for outcomes (e.g., achieving goals and complying with policies and procedures). Anticipates and addresses obstacles. * Produce Results -- Initiates decisive, timely action to address critical issues. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Sets challenging, clear goals/targets and expectations for achieving business results. Drives initiatives/efforts to successful completion and closure. Takes personal responsibility to make decisions and take action. * Satisfy the Customer -- Identifies and anticipates customer requirements, expectations, and needs. Seeks feedback. from customers to identify improvement opportunities. Follows up with customers to ensure problems are solved. Continually searches for ways to improve customer service. * Use Professional Judgment -- Makes logical, rational, and integrative decisions and arrives at sound conclusions. Chooses the best alternative(s) based on a review of pros, cons, tradeoffs, timing, and probabilities. Evaluates the consequences and implications of alternatives, actions, or decisions. Makes timely decisions, balancing analysis with decisiveness. * May communicate with outsourced team(s) when working on issues or tasks. Frequent inter-organizational team contacts on routine matters. 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% Lifting/Carrying * 0–10 lbs. Occasionally 1–33% * 11–25 lbs. Occasionally 1–33% * 26–50 lbs. Occasionally 1–33% * 51–100 lbs. Never 0% Traveling * 60-75% What you've accomplished: • Typically requires a BS or equivalent combination of education and related experience. 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. Salary range: $65-$70k Benefits offered: medical, dental, vision, STD, LTD, HSA, FSA Dependent Care, Vol Life, 401k match Powered by JazzHR HSHda8o6mi