Information Technology Support Technician

Company Description: For more than 35 years, The Picas Group (TPG) has partnered with growers across the horticulture industry, providing innovative software, technology, and service solutions designed to help their businesses thrive. Built on a foundation of integrity, industry expertise, and genuine partnership, we work alongside our customers to understand their unique challenges, streamline operations, and support long-term success.

At TPG, we believe the strongest results come from meaningful relationships. Our team is committed to continuous improvement, collaboration, and delivering exceptional value to the customers and communities we serve.

Our core values, Integrity, Empowerment, and Partnership, guide everything we do. They shape our culture, influence our decisions, and create a workplace where employees are supported, trusted, and encouraged to make a meaningful impact. If you're looking to join a team that values innovation, teamwork, and making a difference, we'd love to hear from you.

Role Description: The Information Technology (IT) Support Technician plays a key role in supporting and enhancing the technology systems that keep both The Picas Group (TPG) and our customers operating efficiently. As a member of the IT team, you will contribute to a variety of projects and initiatives that strengthen our infrastructure, improve user experiences, and support the evolving technology needs of the organization.

In this role, you will help ensure TPG’s network, systems, and technology resources remain secure, reliable, and accessible for both onsite and remote employees. Responsibilities include troubleshooting technical issues, maintaining system performance, supporting backup and security processes, and implementing IT best practices to promote a stable and efficient environment.

The ideal candidate is a proactive problem solver who can work independently on projects and day-to-day support tasks while also collaborating effectively with team members and stakeholders. This position offers the opportunity to make a meaningful impact by helping employees and customers leverage technology to achieve their goals.

Duties and Responsibilities (may include but are not limited to): 

• Triage and respond to incoming support incidents.
• Perform customer database checkups and assist with ongoing database administration tasks.
• Monitor TPG and customer IT infrastructure and escalate anomalies to the team.
• Deploy updates to Picas software across customer and internal environments.
• Complete billable IT work for customers as appropriate.
• Collaborate with the team to integrate 3rd party applications into customer environments.
• Communicate directly with customer IT departments to coordinate support and project work.
• Participate in backing up and securing company and customer data.
• Research and help implement new IT processes and solutions to address system inefficiencies.
• Perform server maintenance and updates in coordination with the team.
• Troubleshoot issues and provide technical support to customers and internal staff.
• Create and maintain internal and customer-facing documentation.
• Assist with ensuring TPG and IT customers follow proper software licensing protocols.
• Support vendor relationships and assist in coordinating with current and future vendors.
• Participate in training and onboarding of new IT team members.
• Be available for after-hours emergency IT situations as needed.
• Travel to customer sites to assist with IT needs and hardware/software installations.
• Attend trade shows and conferences to represent TPG and the IT department .

Qualifications

• Demonstrated ability to think critically, solve problems, and execute tasks with accuracy and attention to detail.
• Strong organizational and time-management skills, with the ability to effectively prioritize multiple projects and responsibilities in a fast-paced environment.
• Commitment to delivering high-quality work and maintaining a strong focus on accuracy and continuous improvement.
• Collaborative team player who enjoys working with others to solve challenges, share knowledge, and contribute to a positive and engaging work environment.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Eagerness to develop advanced networking and IT infrastructure knowledge, including obtaining relevant certifications as appropriate.
• Ability to identify issues, gather and analyze information, evaluate options, and implement effective solutions.
• Strong analytical and research skills, with the ability to interpret technical documentation, professional publications, business materials, and regulatory requirements.
• Effective written communication skills, including the ability to create reports, business correspondence, and process documentation.
• Strong verbal communication and presentation skills, with the ability to explain technical concepts and respond professionally to questions from employees, customers, vendors, and leadership teams.
• Bachelor's degree in IT or related field.
• 1-3 years experience working in IT or related field.