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Support Specialist II, Service Desk

2 months ago

Chicago, United States Cresco Labs Full time
Job DescriptionJob DescriptionCOMPANY OVERVIEW

Cresco Labs is one of the largest public, vertically integrated, multistate operators in the cannabis industry. Our portfolio of in-house cultivated and manufactured brands features some of the highest quality, most awarded and most popular cannabis products in America. With dozens of locations nationwide, our owned and operated Sunnyside® dispensaries provide a welcoming, positive, judgement-free place to shop for anyone at any point on their cannabis journey.

Founded in 2013, Cresco Labs' mission is to normalize and professionalize cannabis through our passionate employees. As stewards of the cannabis industry, our teams are constantly focused on supporting the needs of our fellow colleagues, consumers, customers, and communities alike. With a focus on Social Equity and Educational Development, our SEEDTM initiative ensures that our company reflects the communities in which we serve, ensuring equal opportunity for all to have the knowledge and resources to work in and own businesses in cannabis.

At Cresco Labs, we aim to revolutionize and lead the nation's cannabis industry with a focus on quality and consistency of product, and to bring legitimacy to the industry with the highest level of integrity and professionalism.

If you're interested in joining our mission, click the below links to join our team today

MISSION STATEMENT

At Cresco, we aim to lead the nation's cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.

JOB SUMMARY

Cresco Labs is seeking a Specialist II, Service Desk to provide support services for our corporate, retail and operation teams. As a Specialist II, Service Desk, you will be responsible for communicating effectively across internal teams. You will take action to address technical issues, ensuring a timely resolution while also delivering personalized service. You may be assigned technology project tasks, such as installing software, working as part of a support team for new store openings, or testing new IT services. This role is part of an on-call rotation and reports to the Service Desk Manager.

CORE JOB DUTIES

  • Handle initial triage and advanced troubleshooting of IT related issues raised by users via ITSM platform or phone.
  • Assist end-users using remote desktop tools or phone, chat, email support.
  • Accurately log and document all reported incidents and service requests in ITSM system, Fresh Service.
  • Assist users with password resets and account unlocks.
  • Create, modify, and deactivate user accounts, adhering to established SLAs.
  • Contribute to the development and maintenance of the knowledge base by documenting solutions to common issues.
  • Troubleshoot basic network connectivity issues.
  • Assist with software deployments and process changes.
  • Support PC, Mac, and iOS devices in a cloud managed environment (Microsoft Endpoint Manager).
  • Support office technology, such as printers, hotel work stations, and conference room equipment.
  • Oversee hardware provisioning and deprovisioning via third party partner, Konica Minolta.
  • Provide guidance to Tier I technicians and contribute to the creation of training materials and documentation.

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

  • 2-3 years of experience working as an IT service desk technician or in a similar customer support role.
  • Excellent problem-solving and analytical skills.
  • Patient, friendly demeanor and commitment to providing exceptional customer service.
  • Strong verbal and written communication skills, ability to provide professional documentation.
  • Eagerness to learn new technologies and systems.
  • Team-oriented collaborator that shares knowledge and experience.
  • The ability to break down technological processes and deliver clear, step-by-step instructions.
  • Advanced knowledge of computer systems and experience troubleshooting hardware and software.
  • Strong organizational skills and ability to prioritize tasks.
  • Comfortable in Microsoft 365 environment.
  • Familiarity with Fresh Service or other ITSM platform.

BENEFITS

Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D. We also offer eligible employees paid holidays and paid time off. Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.

ADDITIONAL REQUIREMENTS

  • Must be 21 years of age or older to apply
  • Must comply with all legal or company regulations for working in the industry

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

California Consumer Privacy Act ("CCPA") Notice to Applicants:Please read the California Employee Privacy Notice ("CA Privacy Notice") regarding Sunnyside* and its affiliate Cresco Labs' policies pertaining to the collection, use, and disclosure of personal information. This CA Privacy Notice supplements the information contained in the Sunnyside* Privacy Policy and applies to California resident employees and job applicants. Applicants with disabilities may access this notice in an alternative format by contacting CCPAnotice@crescolabs.comReporting a Scam:

Cresco Labs is aware of fictitious employment offers being circulated from various sources. Many of these schemes consist of an alleged offer of employment with Cresco Labs with the intention of gaining personal information, including payment and/or banking information. Be aware that fraudulent job offers and correspondence may appear legitimate: they may feature a Cresco Labs logo, they may appear to originate from an official-looking email address or web site, or they may be sent by individuals purporting to represent Cresco Labs or an entity which includes the word Cresco Labs in its name.

Please note that Cresco Labs does not ask for payment or personal banking information as a condition of employment. Any personal information is requested for payroll or state badging purposes only. Applications can be securely submitted through our career's pages.We are working diligently to block this from happening. Beware if an offer of employment looks too good to be true. Never divulge personal and banking information or send money if you are unsure of the authenticity of an email or other communication in the name of Cresco Labs.If you are in doubt, please contact us at Report-a-spam@crescolabs.com with questions.