Service Desk Specialist I

COMPANY 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 nations 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 youre interested in joining our mission click the below links to join our team today!

MISSION STATEMENT

At Cresco we aim to lead the nations 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 aSpecialistI Service Deskto providesupport services for ourcorporate retail and operation teams.As aSpecialistI ServiceDeskyou willbe responsible forcommunicating effectively across internal teams. You willtake action to addresstechnicalissues ensuringa timelyresolution while also delivering personalized service.You may be assigned technology project tasks such as installing software working as part of a support team fornew store openings or testing new IT services.This role ispart of an on-call rotationand reports to the Service Desk Manager.

CORE JOB DUTIES

• Handle initial triage and basic troubleshooting of IT related issuesraisedby usersviaITSMplatformor phone.
• Assistend-users using remote desktop tools or phone chat emailsupport.
• Accurately log and document all reported incidents and service requests inITSMsystem Fresh Service.
• Assistusers with password resets and account unlocks.
• Createmodify and deactivate user accounts adhering toestablishedSLAs.
• Contribute to the development and maintenance of the knowledge base by documenting solutions to common issues.
• Support office technology such as printers hotel workstations and conference room equipment.
• Support end users byassistingwith asset managementin all aspects of the business.
• Participate in on-call rotation one week per month.

REQUIRED EXPERIENCE EDUCATION AND SKILLS

• Knowledgeable havingexperience working in a technology or customerservice-relatedfield.
• 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.
• Eagernessto learnnew technologiesand systems.
• Team-oriented collaboratorthat sharesknowledge and experience.
• Thrivesinfast-paced dynamic environment; can handle multiple high priority projects simultaneously.
• Familiarity with Fresh Service or other ITSMplatform andMicrosoft 365.
• Foundational knowledge of computer systems and experience troubleshooting hardware and software.
• At least 1-2 years of experience in a help desk and/or technology field is preferred.
• Strong organizationalskills and abilitytoprioritizetasks.

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.