IT Service Desk Analyst

The Role 

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.

This is a remote position. The ideal candidate lives in Pennsylvania. 

Shift options: 

Responsibilities 

• Troubleshoots IT related incidents from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution. 
• 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). 
• Escalates 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. 
• Uses active listening to understand the problem the user is having and respond often times having to explain and translate technical solutions to non-technical users 
• Assume role as a liaison between product vendor support and hosted clients

Qualifications  

• 1+ year(s) experience in an IT role OR 2 or 4 year degree with some experience preferred  
• 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 
• Collaborative and team-oriented spirit 
• Innate desire to continually learn and grow, as well eagerly share knowledge 
• Exemplary customer service and interpersonal skills 
• Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity 
• Microsoft Certified Systems Engineer designation, preferred. 
• 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 

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