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Green Thumb Industries (GTI) · 2 hours ago

IT Service Desk Analyst

Danville, Pennsylvania, United States

Full-time

Hybrid

Entry, Mid Level

$24/hr - $28/hr

2+ years exp

Greenthumb Industries is a company dedicated to promoting well-being through cannabis. They are seeking an IT Service Desk Analyst to provide technical support to staff across various locations, ensuring a positive customer experience and resolving technical issues efficiently.

Alternative MedicineCannabisMedical

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

Qualification

Active DirectoryOffice 365 AdminTechnical SupportIncident ManagementCustomer ServiceCommunication SkillsProblem SolvingTeam Collaboration

Required

Ability to work 6am-4pm CST/7am-pm EST, Wednesday - Saturday

2+ years experience in an IT role OR 2 or 4 year degree with some experience preferred

The business hours for the GTI Service Desk are 6am – 6pm CST Sunday - Saturday. The successful candidate will have the fortitude to work a 10-hour support shift within the designated business hours, in addition to have the ability to work remotely

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 moment's 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

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 driver's license

Must possess reliable internet access

Must be a minimum of 21 years of age