Green Thumb Industries (GTI)
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 corporate offices. The candidate must be able to work independently on a team, and on multiple projects with minimal supervision.
Responsibilities
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Troubleshoot, install, and maintain devices such as PCs, laptops, retail Point of Sale (PoS) technology (registers, printers, tablet devices), VoIP phones and other end-user systems. 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. Escalate 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. Review documentation and training for end users and IT coworkers 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 eagerly share knowledge Exemplary customer service and interpersonal skills Collaborative and team-oriented spirit Engage in vendor resolution process by initiating vendor contact and managing communications between vendor and end-user Create and monitor Alerts for major incidents Provide support to Service Desk Analyst team Qualifications
Ability to work 6am-6pm CST, Sunday-Saturday 2-4 years experience in an IT role OR 2 or 4 year degree with some experience preferred Working Active Directory knowledge, Verifying User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioning Working knowledge of Office 365 Admin Proficiency with appropriately handling spam, malware, and third party email security applications The ability to not only juggle tasks/projects, but also to handle shifting priorities at a moments notice Excellent judgement, able to operate with little oversight Resourceful in your technical ability as well as responsive and conscientious to employee needs Excellent communication skills, both written and verbal. Ability to communicate clearly with technical and non-technical coworkers Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity Other duties as assigned by IT department leadership Additional Requirements
Must pass all required background checks Must be and remain compliant with all legal or company regulations for working in the industry Must possess valid drivers license Must possess reliable internet access Must be a minimum of 21 years of age Must be approved by state badging agency to work in cannabis industry Our Mission
To promote well-being through the power of cannabis. Were humblewe prefer quiet confidence and dont shout about our success. Were hardworkingwe put our heads down and get the job done. Were gratefulWorking in our industry is a privilege and an act of service. Were transparent Honest and open communication keeps us healthy as an organization. Were collaborative And believe good ideas can come from anywhere. We have a growth mindset One thats grounded in well-being. At GTI we believe that our corporate community should be a reflection of the communities we serve. We are dedicated to fostering an inclusive culture that celebrates diversity across race, sex, age, gender identity, sexual orientation, disability, nationality, religion, experience, and thoughtnot only because it is right, but because it makes us better. GTI is proud to be an equal opportunity workplace. We cant wait to meet you. Green Thumb Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. #J-18808-Ljbffr
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Troubleshoot, install, and maintain devices such as PCs, laptops, retail Point of Sale (PoS) technology (registers, printers, tablet devices), VoIP phones and other end-user systems. 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. Escalate 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. Review documentation and training for end users and IT coworkers 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 eagerly share knowledge Exemplary customer service and interpersonal skills Collaborative and team-oriented spirit Engage in vendor resolution process by initiating vendor contact and managing communications between vendor and end-user Create and monitor Alerts for major incidents Provide support to Service Desk Analyst team Qualifications
Ability to work 6am-6pm CST, Sunday-Saturday 2-4 years experience in an IT role OR 2 or 4 year degree with some experience preferred Working Active Directory knowledge, Verifying User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioning Working knowledge of Office 365 Admin Proficiency with appropriately handling spam, malware, and third party email security applications The ability to not only juggle tasks/projects, but also to handle shifting priorities at a moments notice Excellent judgement, able to operate with little oversight Resourceful in your technical ability as well as responsive and conscientious to employee needs Excellent communication skills, both written and verbal. Ability to communicate clearly with technical and non-technical coworkers Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity Other duties as assigned by IT department leadership Additional Requirements
Must pass all required background checks Must be and remain compliant with all legal or company regulations for working in the industry Must possess valid drivers license Must possess reliable internet access Must be a minimum of 21 years of age Must be approved by state badging agency to work in cannabis industry Our Mission
To promote well-being through the power of cannabis. Were humblewe prefer quiet confidence and dont shout about our success. Were hardworkingwe put our heads down and get the job done. Were gratefulWorking in our industry is a privilege and an act of service. Were transparent Honest and open communication keeps us healthy as an organization. Were collaborative And believe good ideas can come from anywhere. We have a growth mindset One thats grounded in well-being. At GTI we believe that our corporate community should be a reflection of the communities we serve. We are dedicated to fostering an inclusive culture that celebrates diversity across race, sex, age, gender identity, sexual orientation, disability, nationality, religion, experience, and thoughtnot only because it is right, but because it makes us better. GTI is proud to be an equal opportunity workplace. We cant wait to meet you. Green Thumb Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. #J-18808-Ljbffr