Service Desk Analyst

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

The IT Service Desk Analyst will provide technical support to GTI staff. The successful candidate is a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facilities support requests placed by our employees located in retail, cultivation, and offices. The candidate must be able to work independently on a team, and on multiple projects with minimal supervision.

Responsibilities

• 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 ).
• Escalate 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.
• Create and maintain documentation and training for end users, assist with creation of Knowledge Base articles for the Service Desk, and documentation for IT coworkers (new equipment procedures, fixes, etc.)
• Troubleshooting of IT related incidents from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution.
• 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
• Exemplary customer service and interpersonal skills
• Collaborative and team-oriented spirit
• Occasionally visiting retail stores and grow/manufacturing facilities for general maintenance and incident response
• Maintaining an Asset Database and track changes
• Assume role as a liaison between product vendor support and hosted clients

Qualifications

• Ability to work 9am-6pm CST, Monday-Friday
• 1+ year(s) experience in an IT role OR 2 or 4 year degree with some experience preferred
• The business hours for the GTI Service Desk are 7am – 7pm CST Mon-Fri. The successful candidate will have the flexibility to work an 8-hour support shift within the designated business hours, in addition to have the ability to work remotely.
• The candidate will also be expected to become a member of a weekly on-call rotation, for which stipend will be provided.
• 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

• 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

Our Mission: To promote well-being through the power of cannabis.

We’re humble— We prefer quiet confidence and don’t shout about our success.

We’re hardworking— We put our heads down and get the job done.

We’re grateful— Working in our industry is a privilege and an act of service.

We’re transparent— Honest and open communication keeps us healthy as an organization.

We’re collaborative— And believe good ideas can come from anywhere.

We have a growth mindset— One that’s grounded in well-being.

At GTI we believe that our corporate community should be a reflection of the communities we serve. We are dedicated to fostering an inclusive culture that celebrates diversity across race, sex, age, gender identity, sexual orientation, disability, nationality, religion, experience, and thought—not only because it is right, but because it makes us better. Our mission—the right to wellness—informs our commitment to champion economic opportunities in communities disproportionately affected by the war on drugs through employment and community involvement. GTI is proud to be an equal opportunity workplace.

We can't wait to meet you.

The pay range is competitive and based on experience, qualifications, and/or location of the role. Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.

Green Thumb Pay Range

$49,920 - $58,240 USD