Green Thumb Industries (GTI) · 5 hours ago

IT Service Desk Analyst

Pennsylvania, United States

Full-time

Remote

Entry Level

$50K/yr - $54K/yr

1+ years exp

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Responsibilities

Troubleshoots IT related incidents from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution.

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.

Uses active listening to understand the problem the user is having and respond often times having to explain and translate technical solutions to non-technical users

Assume role as a liaison between product vendor support and hosted clients

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Active DirectoryMicrosoft cloud applicationsCustomer service skillsEmail security applicationsMicrosoft Certified Systems EngineerTechnical communicationProblem-solving ability

Required

1+ year(s) experience in an IT role

Deep Active Directory knowledge. Creating and maintaining User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioning

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

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

Collaborative and team-oriented spirit

Innate desire to continually learn and grow, as well eagerly share knowledge

Exemplary customer service and interpersonal skills

Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity

Must pass any and all required background checks

Must be and remain compliant with all legal or company regulations for working in the industry