The Role 

The IT Service Desk Analyst will provide technical support to our entire Green Thumb organization. To be successful, you must be a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facilities support requests placed by our employees in retail, cultivation, and offices. You will work independently, on a team, and on multiple projects with minimal supervision.

This role is onsite at our downtown Chicago Headquarters.

Responsibilities 

• 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
• The ability to focus and organize work effectively in a high-energy, dynamic environment
• Exemplary customer service and interpersonal skills
• Collaborative and team-oriented spirit
• Troubleshooting of IT related problems from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution. Support requests will arrive via online chat, phone calls, walkups and a ticketing system
• Occasionally visiting retail stores and grow/manufacturing facilities for general maintenance and incident response
• Experience with imaging, configuring, and deploying devices with an ability to follow documentation
• Create and maintain documentation and training for end users, assist with creation of Knowledge Base articles for the helpdesk, and documentation for IT coworkers (new equipment procedures, fixes, etc.)
• Log all work (project related and support related in the ticketing system)
• Escalate unresolved calls to appropriate internal staff or third-party vendors
• Maintaining an Asset Database and track changes
• Assume role as a liaison between product vendor support and hosted clients 

What we are looking for

• 5+ years experience in an IT role preferred
• Imaging experience with MDT or SCCM preferred
• 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
• Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity
• The ability to lift items up to 45 pounds (required in the handling of shipments, server hardware, etc.)
• Provide On-Call after hours support on a rotating schedule with other team members
• Ability to travel 10-20% of the time and reliable transportation required
• Other duties as assigned by IT department leadership

Additional Requirements 

• Computer Science or related certificates preferred.
• This role requires to be in-office/on-site
• 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