Cresco Labs
MISSION STATEMENT
At Cresco, we aim to lead the nation’s cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to. JOB SUMMARY
Cresco Labs is seeking a Specialist I, Service Desk to provide support services for our corporate, retail and operation teams. As a Specialist I, Service Desk you will be responsible for communicating effectively across internal teams. You will take action to address technical issues, ensuring a timely resolution while also delivering personalized service. You may be assigned technology project tasks, such as installing software, working as part of a support team for new store openings, or testing new IT services. This role is part of an on-call rotation and reports to the Service Desk Manager. CORE JOB DUTIES
Handle initial triage and basic troubleshooting of IT related issues raised by users via ITSM platform or phone. Accurately log and document all reported incidents and service requests in ITSM system, Fresh Service. Assist users with password resets and account unlocks. Create, modify, and deactivate user accounts, adhering to established SLAs. Contribute to the development and maintenance of the knowledge base by documenting solutions to common issues. Support office technology, such as printers, hotel workstations, and conference room equipment. Support end users by assisting with asset management in all aspects of the business. Participate in on-call rotation one week per month as needed to support business initiatives. Role is required to be in office 4-days a week and WFH 1-day, with a rotating schedule. REQUIRED EXPERIENCE, EDUCATION AND SKILLS
At least 1-2 years of experience in a help desk and/or technology field is preferred. Familiarity with Fresh Service, or other ITSM platform, and Microsoft 365. Foundational knowledge of computer systems and experience troubleshooting hardware and software. Strong organizational skills and ability to prioritize tasks. Knowledgeable, having experience working in a technology or customer service-related field. Excellent problem-solving and analytical skills. Patient, friendly demeanor and commitment to providing exceptional customer service. Strong verbal and written communication skills, ability to provide professional documentation. Eagerness to learn new technologies and systems. Team-oriented collaborator that shares knowledge and experience. Thrives in fast-paced dynamic environment; can handle multiple high priority projects simultaneously. BENEFITS
Cresco Labs offers eligible employees a robust benefits package including major medical, dental and vision insurance, a 401(K) match program, FSA/HSA options, LTD/STD, life insurance and AD&D; paid holidays and paid time off; and opportunities such as discretionary bonuses, stock options and participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position. In accordance with local and state compensation laws, the compensation listed is the current estimated range for the position. Final offer details and future compensation may be determined by multiple factors including geographic location, market data, skills, experience, and other relevant factors. For questions about this please discuss with your recruiter during the interview process. Pay Range $22 - $24 USD ADDITIONAL REQUIREMENTS
Must be 21 years of age or older to apply Must comply with all legal or company regulations for working in the industry EQUAL OPPORTUNITY EMPLOYER Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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At Cresco, we aim to lead the nation’s cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to. JOB SUMMARY
Cresco Labs is seeking a Specialist I, Service Desk to provide support services for our corporate, retail and operation teams. As a Specialist I, Service Desk you will be responsible for communicating effectively across internal teams. You will take action to address technical issues, ensuring a timely resolution while also delivering personalized service. You may be assigned technology project tasks, such as installing software, working as part of a support team for new store openings, or testing new IT services. This role is part of an on-call rotation and reports to the Service Desk Manager. CORE JOB DUTIES
Handle initial triage and basic troubleshooting of IT related issues raised by users via ITSM platform or phone. Accurately log and document all reported incidents and service requests in ITSM system, Fresh Service. Assist users with password resets and account unlocks. Create, modify, and deactivate user accounts, adhering to established SLAs. Contribute to the development and maintenance of the knowledge base by documenting solutions to common issues. Support office technology, such as printers, hotel workstations, and conference room equipment. Support end users by assisting with asset management in all aspects of the business. Participate in on-call rotation one week per month as needed to support business initiatives. Role is required to be in office 4-days a week and WFH 1-day, with a rotating schedule. REQUIRED EXPERIENCE, EDUCATION AND SKILLS
At least 1-2 years of experience in a help desk and/or technology field is preferred. Familiarity with Fresh Service, or other ITSM platform, and Microsoft 365. Foundational knowledge of computer systems and experience troubleshooting hardware and software. Strong organizational skills and ability to prioritize tasks. Knowledgeable, having experience working in a technology or customer service-related field. Excellent problem-solving and analytical skills. Patient, friendly demeanor and commitment to providing exceptional customer service. Strong verbal and written communication skills, ability to provide professional documentation. Eagerness to learn new technologies and systems. Team-oriented collaborator that shares knowledge and experience. Thrives in fast-paced dynamic environment; can handle multiple high priority projects simultaneously. BENEFITS
Cresco Labs offers eligible employees a robust benefits package including major medical, dental and vision insurance, a 401(K) match program, FSA/HSA options, LTD/STD, life insurance and AD&D; paid holidays and paid time off; and opportunities such as discretionary bonuses, stock options and participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position. In accordance with local and state compensation laws, the compensation listed is the current estimated range for the position. Final offer details and future compensation may be determined by multiple factors including geographic location, market data, skills, experience, and other relevant factors. For questions about this please discuss with your recruiter during the interview process. Pay Range $22 - $24 USD ADDITIONAL REQUIREMENTS
Must be 21 years of age or older to apply Must comply with all legal or company regulations for working in the industry EQUAL OPPORTUNITY EMPLOYER Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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