Tech Support Specialist US

Pure Hothouse Foods marketed under the Pure Flavor brand is a family of greenhouse vegetable growers who share a commitment to bringing A Life of Pure Flavor to communities everywhere. Our passion for sustainable greenhouse growing strong support for our retail & foodservice customers and focus on engaging consumers is built on a foundation drawn from generations of growing expertise. We are the next generation of vegetable growers inspired to put quality flavor and customers first by providing greenhouse-grown vegetables from our farms that are strategically located throughout North America.

With a dedicated energetic and highly skilled workforce we believe our employees make the difference. We offer our employees the opportunity to advance their careers in our progressive vibrant organization.

Job Summary:

The Tech Support Specialist provides front-line technical support across Pure Flavors Canadian and US operations delivering responsive deskside and remote assistance to end users. This role is responsible for resolving hardware software and connectivity issues managing end-user devices and accounts and supporting the day-to-day reliability of IT systems across all company sites.

Responsibilities:

Service Desk & End-User Support Serve as the first point of contact for IT support requests submitted via phone email or the ticketing system (Autotask).
Diagnose and resolve hardware software application and connectivity issues through deskside and remote support.
Triage and manage tickets to ensure timely resolution in line with service expectations.
Escalate complex or unresolved issues to senior IT staff with clear documentation of steps taken. Device & Endpoint Management Deploy configure and maintain Windows 10/11 workstations laptops and mobile devices.
Manage endpoint devices through Microsoft Intune and ConnectWise RMM including software deployment patching and remote remediation.
Support and troubleshoot Zebra warehouse devices (mobile computers tablets wearable scanners) and other specialized hardware.
Set up and maintain printers AV equipment (including conference room systems) and peripheral devices. Identity & Access Management Create modify and disable user accounts in Active Directory and Microsoft Entra ID.
Manage Microsoft 365 licensing group memberships and access permissions.
Administer onboarding and offboarding workflows ensuring timely provisioning and deprovisioning of access and equipment. Network & Connectivity Support Troubleshoot LAN/WAN connectivity Wi-Fi and VPN issues at end-user and site level.
Assist with basic network infrastructure tasks including switch port configuration and wireless access point troubleshooting.
Coordinate with ISPs and network vendors to resolve site-level connectivity issues. Asset Management Maintain accurate records of hardware inventory software licenses and equipment assignments across all sites.
Coordinate equipment procurement receiving imaging and deployment.
Manage the lifecycle of IT assets including refresh scheduling and disposal. Documentation Create and maintain documentation for common issues standard procedures and user guides.
Log all support activity accurately within the ticketing system to support reporting and trend analysis. Multi-Site & Project Support Provide on-site IT support at an assigned distribution center location and remote support for other US and Canadian locations.
Assist with IT project deployments including hardware rollouts office moves and system upgrades.
Participate in on-call rotation to support after-hours and weekend
Other core expectations as defined by the company.

Requirements:

03 years of experience in an IT support service desk or helpdesk role essential.
Hands-on experience supporting Windows 10/11 in a business environment essential.
Working knowledge of Microsoft 365 and core Office applications (Outlook Teams Word Excel) essential.
Familiarity with Active Directory and/or Microsoft Entra ID for user and device management essential.
Experience with or exposure to MDM platforms such as Microsoft Intune essential.
Understanding of basic networking concepts including TCP/IP DNS DHCP VPN and Wi-Fi troubleshooting essential.
Experience using a ticketing or ITSM system to manage and document support requests essential.
Ability to self-manage workload prioritize effectively and follow tasks through to resolution.
Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
Ability to work effectively in a team environment with individuals at all levels.
Ability to maintain strict confidentiality of sensitive information.
Experience with ConnectWise Automate or similar R MM tooling preferred.
Familiarity with Autotask or equivalent PSA/ticketing platform preferred.
Experience supporting warehouse or mobile devices (e.g. Zebra MC/ET series) preferred.
CompTIA A Network or Microsoft certifications (or in progress) preferred.
Post-secondary education in Computer Science Network Technologies or a related discipline preferred.
Able to work in a team environment with individuals of all leadership styles personalities and career levels
Must be able to handle sensitive issues with tact and maintain strict confidentiality of private information
Proven ability to work in a fast-paced environment demonstrate keen attention to detail and task-related accuracy as well as consistent follow-through skills.
Excellent verbal and written communication skills

Working Environment:

Hours of work may vary depending on business needs; including participation in an on-call rotation.
Ability and willingness to travel without restrictions including cross-border travel between Canada and the United States.
Regular on-site presence required at an assigned distribution center; remote support provided for other company locations.
Role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines. Specific vision capabilities required; employee is to work in front of a computer sitting for prolonged periods is required.
This job may work within a refrigerated warehouse where temperatures range from 45-55F. The noise level in the work environment can be loud due to packaging machinery and forklift truck operation.
Position may require lifting up to 30-pounds occasionally up to 50-pounds.

Required Experience:

IC