Remote & On-Site IT Support Pro

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

Job summary

Green Thumb in Chicago, IL is seeking an IT Service Desk Analyst to support GTI staff across retail, cultivation, and offices. You will manage incidents from discovery to resolution, document procedures, and assist with user training.

The role requires AD knowledge, Office 365/Azure expertise, and excellent communication. Occasional store visits and on-call rotation are part of the responsibilities, with a hybrid work setup and potential remote work.

Qualifications

• 1+ year IT helpdesk experience or related degree.
• Ability to work 9am-6pm CST with potential after-hours rotation.
• Strong Active Directory knowledge and user provisioning.
• Excellent written and verbal communication.

Responsibilities

• Serve as single point of contact and ensure positive customer experience.
• Analyze and resolve incidents related to software or hardware.
• Log incidents in Freshservice from identification to resolution.
• Escalate unresolved issues to internal staff or vendors.
• Create and maintain knowledge base articles and end-user documentation.

Skills

Active Directory

Communication skills

Problem solving

Customer service

Team collaboration

Remote work adaptability

Education

2-4 year IT related degree

Tools

Freshservice ITSM

Office 365 Admin Portal

Azure

SharePoint

Exchange

Job description

Green Thumb in Chicago, IL is seeking an IT Service Desk Analyst to support GTI staff across retail, cultivation, and offices. You will manage incidents from discovery to resolution, document procedures, and assist with user training.

The role requires AD knowledge, Office 365/Azure expertise, and excellent communication. Occasional store visits and on-call rotation are part of the responsibilities, with a hybrid work setup and potential remote work.