[Hiring] Service Desk Analyst @Green Thumb

Role Description

The IT Service Desk Analyst will provide technical support to GTI staff. The successful candidate is a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facilitates support requests placed by our employees located in retail, cultivation, and offices. The candidate must be able to work independently on a team, and on multiple projects with minimal supervision.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution via ITSM tool (Freshservice).
• Escalates unresolved calls to appropriate internal staff or third-party vendors.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Creates and maintains documentation and training for end users, assists with creation of Knowledge Base articles for the Service Desk, and documentation for IT coworkers (new equipment procedures, fixes, etc.).
• Troubleshoots IT related incidents from software to hardware, such as laptops, PCs, iPads, smartphones (iPhone, Android), printers, and owns them to resolution.
• Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users.
• Innate desire to continually learn and grow, as well as eagerly share knowledge.
• Exemplary customer service and interpersonal skills.
• Collaborative and team-oriented spirit.
• Occasionally visits retail stores and grow/manufacturing facilities for general maintenance and incident response.
• Maintains an Asset Database and tracks changes.
• Assumes role as a liaison between product vendor support and hosted clients.

Qualifications

• Ability to work 9am-6pm CST, Monday-Friday.
• 1+ year(s) experience in an IT role OR 2 or 4 year degree with some experience preferred.
• Flexibility to work an 8-hour support shift within the designated business hours (7am – 7pm CST Mon-Fri).
• Ability to work remotely.
• Expected to become a member of a weekly on-call rotation, for which a stipend will be provided.
• Deep Active Directory knowledge, including creating and maintaining User Accounts, executing password resets, and creating Distribution Lists.
• Strong knowledge of Microsoft cloud-based applications (Office 365 Admin Portal, Azure, SharePoint, Exchange, OneDrive, and Project).
• Proficiency with appropriately handling spam, malware, and third-party email security applications.
• Ability to juggle tasks/projects and handle shifting priorities at a moment’s notice.
• Excellent judgement, able to operate with little oversight.
• Resourceful in technical ability as well as responsive and conscientious to employee needs.
• Excellent communication skills, both written and verbal.
• Strong ability to walk users through fixes and explain concepts to users with different levels of IT familiarity.
• Ability to lift items up to 45 pounds (required in the handling of shipments, server hardware, etc.).
• Provide On-Call after hours support on a rotating schedule with other team members.
• Ability to travel 10-20% of the time and reliable transportation required.
• Other duties as assigned by IT department leadership.

Requirements

• Microsoft Certified Systems Engineer designation, preferred.
• Must pass any and all required background checks.
• Must be and remain compliant with all legal or company regulations for working in the industry.
• Must possess a valid driver’s license.
• Must be a minimum of 21 years of age.
• Must be approved by state badging agency to work in the cannabis industry.

Benefits

• The pay range is competitive and based on experience, qualifications, and/or location of the role.
• Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.
• Green Thumb Pay Range: $49,920 — $58,240 USD.