IT Service Desk Analyst

Overview

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

This position will be required to work 6am-4pm CST/7am-pm EST, Wednesday - Saturday.

The business hours for the GTI Service Desk are 6am – 6pm CST Sunday - Saturday. The successful candidate will have to work a 10-hour support shift within the designated business hours.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Troubleshoot, install, and maintain devices such as PCs, laptops, retail Point of Sale (PoS) technology (registers, printers, tablet devices), VoIP phones and other end-user systems.
• 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.
• 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.
• Review documentation and training for end users and IT coworkers.
• Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users.
• Innate desire to continually learn and grow, and eagerly share knowledge.
• Exemplary customer service and interpersonal skills.
• Collaborative and team-oriented spirit.
• Engage in vendor resolution process by initiating vendor contact and managing communications between vendor and end-user.
• Create and monitor alerts for major incidents.
• Provide support to Service Desk Analyst team.

• Ability to work 6am-4pm CST/7am-pm EST, Wednesday - Saturday.
• 2+ years experience in an IT role OR 2 or 4 year degree with some experience preferred.
• The business hours for the GTI Service Desk are 6am – 6pm CST Sunday - Saturday. The successful candidate will have the fortitude to work a 10-hour support shift within the designated business hours, in addition to having the ability to work remotely.
• Working Active Directory knowledge, verifying user accounts, executing password resets, creating distribution lists, and in-depth knowledge of user provisioning.
• Working knowledge of Office 365 Admin.
• Proficiency with appropriately handling spam, malware, and third-party email security applications.
• Ability to juggle tasks/projects and handle shifting priorities at a moment’s notice.
• Excellent judgement, able to operate with little oversight.
• Resourceful in technical ability and 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 with varying IT familiarity.
• Other duties as assigned by IT department leadership.

• Must pass 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 possess reliable internet access.
• 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…