Service Desk Specialist I

Cresco Labs • Chicago, IL

53d • $21 - $24

About The Position

Cresco Labs is seeking a Specialist I, Service Desk to provide support services for our corporate, retail and operation teams. As a Specialist I, 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.

Requirements

• Knowledgeable, having experience working in a technology or customer service-related field.
• 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.
• Thrives in fast-paced dynamic environment; can handle multiple high priority projects simultaneously.
• Familiarity with Fresh Service, or other ITSM platform, and Microsoft 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 organizational skills and ability to prioritize tasks.

Responsibilities

• Handle initial triage and basic 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.
• Support office technology, such as printers, hotel workstations, and conference room equipment.
• Support end users by assisting with asset management in all aspects of the business.
• Participate in on-call rotation one week per month.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees