Senior Service Desk Analyst

Cronos Group; Collingwood; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the cannabinoid industry is seeking a Sr. Service Desk Analyst to enhance their IT support function. This role involves hands-on troubleshooting, managing escalated tickets, and collaborating with the IT team to ensure seamless service delivery. Ideal candidates will have strong technical skills and a commitment to customer satisfaction. Opportunities for growth in systems and infrastructure responsibilities await the right individual.

Qualifications

• 2-4 years of IT support experience with escalated ticket handling.
• Solid technical troubleshooting skills, particularly with Windows and Microsoft 365.

Responsibilities

• Act as the primary escalation point for complex support tickets.
• Manage user accounts and permissions in Active Directory and Azure AD.
• Create and maintain support documentation and knowledge base articles.

Skills

Technical Troubleshooting

Customer Service

Communication

Education

IT Certifications

Tools

Intune

SCCM

PowerShell

Python

Job description

Cronos is an innovative global cannabinoid company committed to building disruptive intellectual property by advancing cannabis research, technology, and product development. With a passion to responsibly elevate the consumer experience, Cronos is building an iconic brand portfolio. Cronos’ diverse international brand portfolio includes Spinach, PEACE NATURALS and Lord Jones. For more information about Cronos and its brands, please visit: https://thecronosgroup.com/.

At Cronos Group, we hire talented people who thrive on solving difficult problems and give them the opportunity to hone new skills and approaches. If you want to play a part in shaping an innovative industry and help build a historically significant company, we want to meet you.

Working under the direction of the Senior Manager, Technical Operations, and in collaboration with the growing IT team, we are seeking a Sr. Service Desk Analyst to strengthen our IT support function and provide a vital link between frontline service desk operations and backend systems administration.

Initially, your focus will be hands-on IT support — solving escalated technical issues, ensuring excellent service delivery, and supporting infrastructure health. Over time, you will have the opportunity to develop and take on more systems and infrastructure responsibilities.

This position is based out of Stayner, Ontario

What you’ll be doing:

• Act as the primary escalation point for complex support tickets, providing hands-on troubleshooting across desktops, mobile devices, printers, applications, and network connectivity.
• Work closely with Service Desk Analysts to mentor, guide, and assist in the resolution of advanced incidents.
• Manage user accounts and permissions (Active Directory, Azure AD, M365) and perform basic administration tasks.
• Handle endpoint deployments, device imaging, and configuration using tools like Intune or similar.
• Ensure timely and effective ticket resolution with high levels of customer satisfaction.
• Create and maintain support documentation and knowledge base articles to improve first-line resolution rates.
• After the first 3 months: gradually assist with system maintenance tasks, such as patching, monitoring, and backup checks, support remote access tools (VPN, RDP, SFTP, API)
• Participate in small IT projects, system upgrades, or migrations under the guidance of senior staff.

You’ll need to have:

Requirements:

• 2-4 years of IT support experience with a proven track record in escalated ticket handling.
• Solid technical troubleshooting skills, particularly with Windows 10/11/2016/2019/2022, Microsoft 365, networking basics (DNS, DHCP, VPN), and endpoint management.
• Excellent communication skills with a strong focus on customer service.
• Eagerness to grow technical capabilities in server administration and infrastructure management.

Desirable:

• Experience with ITSM ticketing tools
• Familiarity with Intune, SCCM, or other endpoint management platforms.
• Basic knowledge of cloud platforms (Azure) or virtualization technologies (VMware).
• IT Certifications (eg. ITIL Foundation, Microsoft, Cisco, CompTIA Network+)
• Familiarity with cybersecurity practices related to user and system security
• Basic scripting knowledge (PowerShell, Python) for automation tasks
• Exposure to SAP (GUI, Fiori, user access issues, basic troubleshooting)

We are committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures. For candidates with disabilities, accommodations are available upon request in all phases of the selection process.