Field IT Operations Engineer

Summary

Green Thumb Industries (GTI) is seeking an IT Operations Engineer to support technology operations across multiple business locations. The role independently troubleshoots and maintains end-user devices, servers, networks, and infrastructure; manages incidents and projects; provides escalation support; and participates in travel and on-call rotations.

Responsibilities

• Independently troubleshoot, install, configure, repair, and maintain PCs, laptops, retail Point of Sale (PoS) systems, registers, receipt and label printers, iPads/iOS devices, VoIP phones, and related end-user technologies
• Diagnose hardware, software, peripheral, account, and connectivity issues; implement solutions and document work performed
• Coordinate equipment deployments, replacements, moves, and lifecycle activities while minimizing disruption to business operations
• Support and maintain Dell and Nutanix server environments, Windows Server 2016/2019, Meraki and Fortinet switches, firewalls, wireless access points, manufacturing IoT devices, ISP circuits, and related infrastructure
• Perform standard configuration changes, software installations, firmware updates, patching, testing, and preventive maintenance under established change-management procedures
• Troubleshoot copper Ethernet and single-mode fiber connectivity, network performance, wireless coverage, and site interconnectivity issues
• Take primary support ownership for assigned systems or locations while escalating high-risk, highly complex, or architecture-level issues to Senior Engineers or management
• Monitor, prioritize, investigate, and resolve incidents and service requests through the Freshservice helpdesk platform
• Proactively and reactively respond to alerts generated by the SolarWinds monitoring platform and other operational tools
• Act as an escalation resource for Associate Engineers on routine and moderately complex incidents
• Coordinate technical response activities during assigned incidents, communicate status to stakeholders, and engage Senior Engineers or vendors when broader leadership or advanced expertise is required
• Contribute technical findings to root-cause reviews and implement approved corrective or preventive actions
• Complete assigned portions of infrastructure upgrades, site openings, remodels, equipment refreshes, and technology deployments
• Review project requirements, identify technical dependencies, provide status updates, and communicate risks or delays to project leads
• Work effectively at offices, retail locations, manufacturing facilities, warehouses, and active construction sites, including environments that may be hot, cold, dusty, or temporarily without normal facilities
• Travel as required, including occasional last-minute trips, to support business-critical issues and scheduled project work
• Create and maintain accurate technical documentation, installation records, support procedures, diagrams, asset information, and knowledge-base articles
• Follow and reinforce company standards for security, change control, incident management, equipment installation, and customer communication
• Provide practical guidance and knowledge sharing to Associate Engineers without serving as the team’s primary mentor, technical authority, or highest escalation point
• Identify recurring issues and recommend practical improvements to system reliability, support processes, and operational efficiency
• Participate in after-hours, weekend, and holiday on-call support rotations
• Support information systems planning, implementation, administration, and operational readiness across multiple IT functional areas
• Perform additional responsibilities as assigned by management

Skills

• High School Diploma or equivalent required
• Flexibility to participate in on-call rotations and travel up to 40%, including occasional last-minute travel
• 3+ years of progressively responsible experience in IT operations, infrastructure support, field services, systems administration, or a related technical role
• Demonstrated ability to independently troubleshoot and resolve moderately complex hardware, software, server, network, wireless, and connectivity issues
• Working knowledge of end-user devices, retail PoS technology, Windows environments, server infrastructure, network equipment, monitoring platforms, and IT service-management practices
• Experience performing installations, configuration changes, patching, equipment deployments, and preventive maintenance using documented procedures
• Ability to organize work, manage multiple priorities, communicate status, and complete assignments with limited day-to-day supervision
• Strong written and verbal communication skills and a professional approach when working with internal customers, vendors, contractors, and team members
• Ability to document technical work clearly and provide appropriate guidance to less-experienced team members
• Ability to pass state cannabis licensing requirements, including federal background checks
• Valid driver's license and ability to meet company travel requirements, where applicable
• Ability to lift and carry up to 50 pounds and perform equipment setup, boxing, unboxing, mounting, and cable installation
• Ability to walk, stand, bend, kneel, climb stairs and ladders, use basic hand tools, take accurate measurements, and perform minor installation or carpentry-related tasks when required
• Ability to work safely around low-voltage cabling and electrical infrastructure while following company safety requirements and using qualified electrical personnel when required
• Ability to work in active construction sites and operational facilities where conditions may include heat, cold, noise, dust, limited access, or temporary lack of restroom facilities
• Associate's or Bachelor's degree in Information Technology or a related field preferred
• Preferred candidates must reside in one of our operating states:
• FL, IL, NY

Qualifications

Must Haves

• High School Diploma or equivalent required
• Flexibility to participate in on-call rotations and travel up to 40%, including occasional last-minute travel
• 3+ years of progressively responsible experience in IT operations, infrastructure support, field services, systems administration, or a related technical role
• Demonstrated ability to independently troubleshoot and resolve moderately complex hardware, software, server, network, wireless, and connectivity issues
• Working knowledge of end-user devices, retail PoS technology, Windows environments, server infrastructure, network equipment, monitoring platforms, and IT service-management practices
• Experience performing installations, configuration changes, patching, equipment deployments, and preventive maintenance using documented procedures
• Ability to organize work, manage multiple priorities, communicate status, and complete assignments with limited day-to-day supervision
• Strong written and verbal communication skills and a professional approach when working with internal customers, vendors, contractors, and team members
• Ability to document technical work clearly and provide appropriate guidance to less-experienced team members
• Ability to pass state cannabis licensing requirements, including federal background checks
• Valid driver's license and ability to meet company travel requirements, where applicable
• Ability to lift and carry up to 50 pounds and perform equipment setup, boxing, unboxing, mounting, and cable installation
• Ability to walk, stand, bend, kneel, climb stairs and ladders, use basic hand tools, take accurate measurements, and perform minor installation or carpentry-related tasks when required
• Ability to work safely around low-voltage cabling and electrical infrastructure while following company safety requirements and using qualified electrical personnel when required
• Ability to work in active construction sites and operational facilities where conditions may include heat, cold, noise, dust, limited access, or temporary lack of restroom facilities

Nice to Haves

• Associate's or Bachelor's degree in Information Technology or a related field preferred
• Preferred candidates must reside in one of our operating states:
• FL, IL, NY

Benefits

• This is a remote role that requires up to 40% travel.
• Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.