IT Service Desk Analyst — Hybrid Support & Customer Focus

Green Thumb Industries (GTI); Chicago (IL); Hybrid; USD 50,000 - 58,000; Full time

Job summary

Green Thumb Industries (GTI) is seeking an IT Service Desk Analyst to support staff in our Chicago office, handling incidents and requests for software, hardware, and accounts. This role involves working from 8 am to 5 pm CST, with occasional on‑call rotation and remote work options.

You will be part of a team that emphasizes reliable customer service, concise documentation, and collaboration across retail, cultivation, and office environments.

Qualifications

• 1+ year of experience in an IT role or 2/4 year degree with some experience preferred.
• Strong knowledge of Windows/Mac OS support and basic networking concepts.
• Ability to document issues and solutions clearly for end users and IT staff.

Responsibilities

• Provide end-to-end IT support for GTI staff across retail, cultivation, and offices.
• Resolve incidents and requests related to software, hardware, and accounts.
• Log, track, and escalate tickets using Freshservice and internal processes.

Skills

Active Directory

Office 365

Azure

ITSM

Education

Bachelor's degree or equivalent

Tools

Freshservice

Job description

Green Thumb Industries (GTI) is seeking an IT Service Desk Analyst to support staff in our Chicago office, handling incidents and requests for software, hardware, and accounts. This role involves working from 8 am to 5 pm CST, with occasional on‑call rotation and remote work options.

You will be part of a team that emphasizes reliable customer service, concise documentation, and collaboration across retail, cultivation, and office environments.