Senior Support Technician

| Greater Denver Area
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About Charlotte's Web:

Charlotte's Web products are made from our world-renowned hemp genetics grown 100% in the USA.

Founded by the Stanley Brothers of Colorado, Charlotte’s Web leads the industry in quality, safety, consistency, and social responsibility to improve thousands of lives daily through the use of Charlotte's Web.

At Charlotte’s Web, we are driven by principles that extend far beyond the bottom line. It is our goal to provide products of the highest possible quality, while contributing to the sustainability of the communities we have the privilege of serving.

 

Position Summary:

Support Engineer must be capable of responding to both emergencies and routine support. Areas of expertise span BOTH simple support calls and troubleshooting of networks/systems/environments. This role also acts as an escalation point for the outsourced Help Desk and Sys Admin teams. Finally, you will be working directly with users, vendors and partners at all levels of the organization.

This is a great opportunity for a technology professional who is both capable of being productive on day one and eager to expand their technical, support and business skills to grow their career. The work will be diverse, challenging and rewarding and the environment is dynamic and continually evolving.

 

Essential Duties and Responsibilities:

  • Resolve hardware and network connectivity issues
  • Assist in technical upgrading and maintaining of entire desktop systems
  • Setting up the organizations computer system to meet specific business goals
  • Update and maintain the computer inventory and equipment
  • Train and guide staff hardware and software usage
  • Endorse and apply upgrades to systems to ensure durability
  • Respond to escalated helpdesk calls and tickets in a timely fashion
  • Provide technical support in person and over the phone
  • Create, update and maintain IT knowledge base articles
  • Assess functional needs to regulate system purchase specifications
  • Support corporate objectives and global growth strategies
  • Provide recommendations for improvements
  • Ensure end user satisfaction through effective communication and resolution
  • Performs (or is willing to learn) moderately complex systems administration; monitors and tunes appropriate systems to ensure optimum level of performance
  • Oversees and performs appropriate level software installations and upgrades and related software packages
  • Supports the design and configuration of complex system landscapes
  • Supports complex data/media recoverability through system backups and database archive operations; Plans, coordinates and directs appropriate level data refresh strategies
  • Develops and maintains appropriate system documentation to ensure that documentation is current

 

Qualifications:

  • Minimum of 3 years of IT support experience
  • 2 yr or 4 yr certificate or degree preferred
  • Product/Support certifications (or desire to attain)
  • Microsoft Azure/365/Teams experience
  • Zoom support experience
  • Networking experience
  • Office 365 experience
  • MS SQL, Hyper-V, Aruba experience is a plus
  • PC & Mac experience is a plus

 

Compensation:

$50,800.00 - $84,800.00

 

Benefits:

We offer best-in-class benefits, including:

  • Medical, Dental, and Vision Options
  • Flexible Paid Vacation
  • Up to 9 Weeks Paid Parental Leave
  • Generous Employee Discount
  • Employee Stock Purchase Program
  • Pet Insurance

 

Charlottes Web provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

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