IT Support Administrator

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Pharmacann Inc., one of the nation's leading cannabis companies, is changing the way people view cannabis. Be a part of the team shaping the future of this booming industry, where our people, our reputation and our standards matter. With a strong foundation and dynamic growth plan, opportunities to join our team abound in this fast-paced environment. Are you ready to join the movement?

We're grounded and growing. Based in Chicago, PharmaCann Inc. operates across multiple states including New York, Illinois, Massachusetts, Maryland, Ohio and Pennsylvania with licensing secured in the Midwest and on the east coast. For more information about our company, please visit pharmacann.com.

The IT Support Administrator is primarily responsible for providing technical on-site and remote support to PharmaCann Inc. Executives, including Presidents, Vice Presidents, Directors, as well as other senior leaders and stakeholders. The Executive IT Support Administrator will also function as a liaison between the IT Support team & end-users, and has both business and technical expertise. The ideal candidate is driven by technology evolution, a self-starter with exceptional problem-solving skills, delivering exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance. This position will report to the IT Support Manager

• Provide professional and compassionate technical support to Senior Executives and Executive. Administrators, following through with the Executives until satisfactory resolution of the reported issues.
• Listen, evaluate, and communicate with Senior Executives on technical difficulties they may experience.
• Ability to provide Senior Executive, Executive Administrators, and Corporate staff with the appropriate feedback to express your understanding of technical problems.
• Ability to expertly and professionally relay and ensure an understanding of the agreed-to plan for remediation for all technical issues.
• Collaborate with other Senior Technicians to understand workstation and server support needs in direct support of Executive level, Senior leaders, and Corporate staff.
• Resolve calls that have been escalated in the ticketing system; assume primary responsibility for client's workstation support; provide hands-on and remote-controlled workstation support services; provide expertise on support services when requested by end-users.
• Lead/participate in hardware & software deployments; hardware and software procurement and disposal; management of network printers.
• Address all urgent technical and support issues while working closely with Operations and Technical departments to ensure issues are addressed promptly.
• Research, evaluate, and provide feedback on problematic trends.
• Provide on-call support as required by the position.
• Be present and available during work hours in professional attire and a manner and attitude acceptable to Senior Executives.

• Bachelor's degree in Information Technology or related field, will consider equivalent experience
• Five years' experience in IT systems
• Proficient installing and configuring:
• Microsoft Office Suite
• Microsoft and Apple Operating Systems
• G-Suite
• Must have at least 5 years of overall IT experience including direct support with C-suite level leaders.
• Must possess good leadership qualities and self-managing of work.
• Must possess a high level of professionalism and empathic customer service skills.
• Must have very strong technical problem-solving skills in various environments and platforms (from web-based applications, network latency, and software versus hardware-related incidents).
• Experience with all major modalities of Enterprise virtual meeting and audio-visual support: Google Meet, Zoom, GoTo Meeting, Microsoft Teams, etc.
• Experience with VPN connections.
• Proficient with MS Office Professional Suite.
• Must have excellent verbal and written technical communications skills as well as excellent customer service and telephone skills.
• Ability to quickly learn new software and technologies, understand the latest Microsoft patches and their direct impact on the end-user experience.
• Work independently and collaboratively with internal technical and non-technical groups.
• Resolve issues without detailed supervision in a fast-paced, dynamic environment yet be able to discern when management needs to be notified of potential concerns/complaints from senior leadership regarding their technical experience.
• Manage turnaround on projects with a high level of attention to detail, high leadership visibility such as maintaining hardware/software refreshes with executive and end-user satisfaction.
• Perform a variety of duties while changing from one task to another of a different nature and at different priority levels.
• Hands-on experience with software installation and IT diagnostic methodologies.

Working conditions

• Ability to sit for long periods of time and get in and out of an automobile several times a day.
• Will be required to drive and be outside for brief periods of time during all four seasons."

Physical requirements

Ability to utilize arms at extended position for long periods. Must be able to lift up to 50 pounds, lift/carry product, totes and push/pull carts.