GreenThumb Ltd ยท 5 hours ago
IT Service Desk Analyst
Pittsburgh, PA
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
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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
Must possess valid driver's license
Must be a minimum of 21 years of age
Must be approved by state badging agency to work in cannabis industry
Preferred
2 or 4 year degree with some experience preferred
Microsoft Certified Systems Engineer designation, preferred.
Company
GreenThumb Ltd
A national brand, owned locally. GreenThumb is a national franchise business with over 220 branches all over the U.K.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
