What are the responsibilities and job description for the Cannabis IT Support Technician Tier 2 - St. Louis, MO position at Proper Brands?
At Proper Brands, we’re building a community of passionate, genuine people to grow the legal cannabis market. Together, we hold ourselves to the highest standard of quality in everything we do—from people to products and everything in between. At Proper, it’s not about being the biggest. It’s about being the best in what we do, demonstrating compassion, and improving people’s lives through cannabis. We believe that happy people make happy plants, and happy plants make happy people.
We have an exciting opportunity for an IT Support Technician Tier 2 to join our cannabis operation team, encompassing retail, manufacturing, and office environments. As the Cannabis Tier 2 IT Technician, you will provide advanced technical support for end-users, resolve complex hardware, software, cloud, and network issues, and serve as an escalation point for Tier 1 support, including working closely with leadership on projects at headquarters and retail-wide. You’ll work closely with other IT staff, support business operations, MSP partners, and help improve our IT services. This position is responsible for upholding Proper’s mission, vision, goals, and objectives. The IT Support Technician Tier 2 will be expected to work Monday - Friday, 40 hours a week, and as needed on evenings and weekends. There will be travel to and from all of Proper Cannabis retail locations. This is a full-time non-exempt position with a salary range of $65,000 - $80,000/year.
The Tier 2 IT Support Technician supports all end users, endpoints and security infrastructure to ensure these systems remain operational. This will include but are not limited to the following:
- On and off boarding of office and retail staff accounts.
- Deployment and policy management of Android, Windows and Mac based workstations.
- Deployment and management of retail POS systems, scanners and printers.
- Assisting with the opening of new retail locations and their IT infrastructure.
- Diagnose issues on location as well as remotely.
- Technical Documentation and creating SOPs.
- Working trouble tickets and managing the support ticket queue.
- Application deployment, troubleshooting and support for all departments.
- Assisting and supporting IT projects.
- Work with third-party vendors and managed support providers.
Responsibilities include, but are not limited to:
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Advanced Troubleshooting & Escalation
- Resolve escalated technical issues from Tier 1 support, including hardware, software, cloud and network problems.
- Diagnose and resolve advanced system, application, and connectivity issues.
- Liaise with Proper leadership and vendors for unresolved or highly specialized issues.
- User & System Support
- Provide technical assistance to staff, both remotely and on-site.
- Set up new user accounts, email, and workstation profiles and policies.
- Manage user/group permissions and security policies within Azure Active Directory O365.
- Assist with deployment and management of endpoint security, patching, and imaging systems utilizing current RMM infrastructure; Kaseya, InTune and the Microsoft security suite.
- Maintain and support Point of Sale systems, upgrades and migrations.
- Documentation & Process Improvement
- Document project work, support requests, resolutions, and procedures in the IT ticketing system.
- Analyze recurring issues to identify areas for improvement.
- Contribute to and maintain IT support documentation and knowledge base articles.
- Collaboration & Training
- Provide guidance and training to Tier 1 support staff.
- Collaborate with other departments and department leaders to facilitate seamless communication and support.
- Participate in IT projects and assist with the deployment of new technologies and systems.
- System Administration
- Support on-prem servers, virtualization platforms, and enterprise-level systems as delegated.
- Assist with network device support (switches, access points, VoIP, etc.) under supervision of senior staff.
- Perform daily system monitoring, backup operations, and maintenance tasks.
- Maintain and support security camera infrastructure; Genetec, Perspective, KiKVision.
- Skills
- Strong analytical and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to work independently and as part of a team.
- Attention to detail and commitment to documentation.
Required Qualifications:
- Associate degree in IT, Computer Science, or related field preferred;
- Minimum of 2 years of experience in technical support or helpdesk role;
- Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional) are a plus;
- Experience with Windows, Android, and Mac OS environments;
- Experience supporting retail environments and POS systems is highly desirable.
- Experience with Microsoft O365 and Azure/Entra environments is highly desirable.
- Proficiency in troubleshooting hardware, network, and software issues;
- Excellent communication and interpersonal skills;
- Ability to work independently and collaboratively in a fast-paced environment;
- Flexibility to be on call for urgent issues with facility and retail locations, occasionally outside of normal business hours;
Benefits Package:
- Medical, dental, and vision insurance.
- Term life insurance coverage.
- Retirement savings plan.
- Paid time off.
- Holiday pay
- Employee Assistance Program (EAP) for counseling and support.
- Employee discount program.
- Paid parental leave.
Environment: This position requires the ability to work seated for several hours at a time and the ability to lift up to 25 pounds, occasionally. The work environment is an air-conditioned, smoke-free, office environment within a warehouse that produces cannabis products, as well as retail dispensaries. The constant exposure to cannabis particulates can be expected within this environment. Constant exposure to cannabis may effect people with allergies and asthma. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. This position may require travel up to 30% of the time between our warehouse and retail locations.
Disclaimer: The information provided in this job advertisement is intended to describe the general nature and level of work performed by employees in this role. It is not an exhaustive list of all responsibilities, duties, and qualifications required for the position. Management reserves the right to modify, add, or remove job duties as necessary. The organization is an equal opportunity employer and does not discriminate based on race, color, religion, sex, gender, gender identity, national origin, disability status, age, sexual orientation, or any other characteristic protected by law.
Salary : $65,000 - $80,000