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Service Desk Analyst

3 weeks ago
United States
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
Active Directory Android Azure
Apply Now
Green Thumb Industries

Green Thumb Industries

Green Thumb Industries focuses on promoting health, happiness, and well-being by providing safe and quality cannabis products through its retail locations nationwide.

Pharmaceuticals
1K-5K
View All Jobs 11

Description

  • Serve as the primary point of contact for employee support requests and manage the end-to-end customer experience.
  • Analyze, troubleshoot, and resolve software and hardware incidents involving laptops, PCs, mobile devices, printers, and related equipment.
  • Log, track, and manage incidents and requests through resolution using Freshservice ITSM.
  • Escalate unresolved issues to internal teams or third-party vendors and coordinate with product vendors and hosted clients.
  • Create and maintain end-user training, knowledge-base articles, and technical documentation.
  • Maintain the asset database and track equipment changes.
  • Visit retail stores and cultivation or manufacturing facilities for maintenance and incident response.
  • Provide clear technical guidance to users with varying levels of IT familiarity.
  • Participate in projects, shifting priorities, and a rotating after-hours on-call schedule.
  • Perform additional duties assigned by IT leadership.

Requirements

  • At least 1 year of IT experience, or a 2- or 4-year degree with some experience preferred.
  • Availability to work an 8-hour shift between 7 a.m. and 7 p.m. CST, Monday through Friday; the posting also specifies 9 a.m.–6 p.m. CST availability.
  • Ability to work remotely and participate in a weekly rotating on-call schedule.
  • Strong Active Directory knowledge, including account management, password resets, distribution lists, and user provisioning.
  • Strong knowledge of Microsoft cloud applications, including Office 365 Admin Portal, Azure, SharePoint, Exchange, OneDrive, and Project.
  • Experience handling spam, malware, and third-party email security applications.
  • Strong communication, customer service, judgment, organization, troubleshooting, and independent-working skills.
  • Ability to lift up to 45 pounds and travel 10–20% with reliable transportation.
  • Valid driver’s license; minimum age of 21; ability to pass background checks and meet industry and state badging requirements.
  • Microsoft Certified Systems Engineer designation preferred.

Benefits

  • Salary range of $49,920–$58,240 USD, based on experience, qualifications, and location.
  • Potential eligibility for a discretionary annual incentive based on organizational and individual performance.
  • Remote work opportunity.
  • Stipend for participation in the rotating on-call schedule.

Interested in this position?

Apply directly on the company website

Apply Now

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