Company & Role Overview

Summary

COMPANY OVERVIEW

MISSION STATEMENT

JOB SUMMARY

CORE JOB DUTIES

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.
Participate in on-call rotation one week per month.

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

Tech savvy, with 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.
Familiarity with Fresh Service, or other ITSM platform, and Microsoft 365.
Foundational knowledge of computer systems and experience troubleshooting hardware and software.
Strong organizational skills and ability to prioritize tasks.

BENEFITS

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

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Company BenefitsBenefits for this job may vary.

401(k) with Company Match, Career Advancement, Dental, Medical, & Vision Benefits, Flexible Time Off / Unlimited Vacation, Inclusive Environment, Paid Parental Leave, Paid Time Off to Volunteer, Relaxed / Casual Dress Code, Short-Term & Long-Term Disability

Working Environment

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About Cresco Labs, LLC

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 SEED initiative ensures that our company reflects the communities in which we serve, ensuring equal opportunity for all 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.