What are the responsibilities and job description for the Technical Support Specialist position at Wyld?
Description
Headquartered in the Pacific Northwest, Wyld produces the best Cannabis tasting edibles and beverages on the market using real fruit and natural flavors. When adventure calls, we answer - always ready to embrace challenges, test boundaries, and push limits. Our company ethos is founded in strong values and our Pillars of Commitment to our communities and the Earth itself. Our ambitious team embraces challenges, tests boundaries, and is always ready for adventure. Wyld operates in AZ, CA, CO, IL, MA, MD, MI, MO, NM, NV, NY, OR, OK, WA, and across all of Canada with more launches on the horizon.
Ability to excel in a fast-growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative.
Embody Wyld Core Values, The Wyld Way
Wyld’s core values are the driving force and energy behind everything we do. These values drive our culture, our business philosophy and our philanthropic efforts. It is the cornerstone for all that we do here at Wyld.
- Make a Mark
- We Blaze Our Own Trail
- Brand First
- We Mean Business
Summary
As a Technical Support Specialist at Wyld, you will be responsible for maintaining the smooth operation of our technology systems and providing support to team members across various departments. You’ll play a key role in resolving technical issues, managing hardware and software systems, and ensuring that all employees have the tools and resources they need to perform at their best. You will use critical thinking and proactive learning to maximize the experience of teammates, while ensuring that policies and costs are maintained. You are responsible for maintaining positive employee relations and play a key role in representing the Wyld brand.
Essential Duties and Responsibilities include the following
Technical Support & Troubleshooting
- Provide first-line support for technical issues across hardware, software, and network systems.
- Escalate issues cross-functionally within the technology department.
- Diagnose and resolve system, device, and network issues, ensuring minimal downtime for employees.
- Assist in troubleshooting desktop and laptop issues, including setup, configuration, and repairs.
- Respond promptly to support requests and ensure timely resolution.
- Ensure security of information by minimizing access, while balancing operational needs
System & Network Administration
- Monitor network performance and troubleshoot connectivity issues.
- Support VPN and remote access for team members.
Hardware & Software Management
- Ensure the proper maintenance of hardware (computers, printers, etc.), and assist with installations, updates, and repairs.
- Oversee software installations and updates across all devices and ensure compatibility with company systems.
- Assist in software deployment, including setting up new users and devices.
Documentation & Reporting
- Log and track support requests, resolutions, and any recurring issues for future reference.
- Maintain accurate documentation for systems, configurations, and troubleshooting processes.
- Assist in creating and updating internal knowledge bases to improve technical support efficiency.
Collaboration & Team Support
- Collaborate with other technology team members to identify areas for process improvement and to implement new technologies.
- Provide support for internal technology projects and initiatives as needed.
- Work closely with the IT Manager to ensure alignment with business needs and long-term technology strategies.
Training & User Education
- Provide basic training to staff on new technology tools, software, and technology policies.
- Assist with onboarding new employees, setting up systems, and educating them on technology best practices.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience:
- 1 years of experience in a support or help desk role.
- Prior experience in troubleshooting hardware, software, and network issues is preferred.
Technical Skills:
- Proficiency in Windows and macOS environments.
- Experience with cloud platforms such as Microsoft 365, Google Workspace, or similar tools.
- Knowledge of networking protocols and technologies (TCP/IP, DNS, DHCP, VPN).
- Familiarity with technology security best practices (antivirus, firewalls, encryption).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
Soft Skills:
- Excellent problem-solving skills and attention to detail.
- Self-starter and keen learner who thrives in cross-functional work
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Ability to prioritize tasks and handle multiple issues simultaneously in a fast-paced environment.
- Customer service-oriented mindset with a willingness to assist colleagues and provide clear guidance.
Other Requirements:
- Ability to work flexible hours depending on business needs.
- Ability to comply with state-level cannabis regulations and Wyld’s internal policies.
- Must be 21 years of age or older to comply with state cannabis regulations.
- Background check required, including motor vehicle report if applicable.
Benefits
As an exempt employee, you'll receive a competitive salary of $70,000-$75,000/yr, overtime, 11 Paid Holidays, 120 hours of PTO, 401K, and fully paid health, dental and vision insurance.
Wyld is an Equal Opportunity Employer.
About WYLD
Founded in 2016 and headquartered in the Pacific Northwest, Wyld produces the best-selling cannabis edibles on the market using real fruit and natural flavors.
What started as three college friends in Central Oregon, has grown into an ambitious team across North America that embraces challenges and tests boundaries.
By constantly pushing the limits, the Wyld crew has built an impressive product lineup including innovative minor cannabinoid products and created Wyld CBD and Good Tide brands along the way.
Wyld is proud to be a Climate Neutral Certified brand.
What started as three college friends in Central Oregon, has grown into an ambitious team across North America that embraces challenges and tests boundaries.
By constantly pushing the limits, the Wyld crew has built an impressive product lineup including innovative minor cannabinoid products and created Wyld CBD and Good Tide brands along the way.
Wyld is proud to be a Climate Neutral Certified brand.
Salary : $70,000 - $75,000
