Tech Support Specialist

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 & food service 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.

The Tech Support Specialist provides front‑line technical support across Pure Flavor’s 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.

• 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.

• Deploy, configure, and maintain Windows 10/11 workstations, laptops, and mobile devices.
• Manage endpoint devices through Microsoft Intune and Connect Wise 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.

• Create, modify, and disable user accounts in Active Directory and Microsoft Entra .
• Manage Microsoft 365 licensing, group memberships, and access permissions.
• Administer onboarding and offboarding workflows, ensuring timely provisioning and deprovisioning of access and equipment.

• 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.

• 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.

• 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.

• 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 duties.
• Other core expectations as defined by the company.

• 0–3 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  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…