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 person will be located in our Chicago office from 8 am - 5 pm CST daily. 

 

Responsibilities 

• 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). 

• Escalate 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. 

• Create and maintain documentation and training for end users, assist with creation of Knowledge Base articles for the Service Desk, and documentation for IT coworkers (new equipment procedures, fixes, etc.) 

• Troubleshooting of IT related incidents from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution. 

• Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users 

• Innate desire to continually learn and grow, as well eagerly share knowledge 

• Exemplary customer service and interpersonal skills 

• Collaborative and team-oriented spirit 

• Occasionally visiting retail stores and grow/manufacturing facilities for general maintenance and incident response 

• Maintaining an Asset Database and track changes 

• Assume role as a liaison between product vendor support and hosted clients 

 

Qualifications   

• Ability to work 8am-5pm CST, Monday-Friday  

• 1+ year(s) experience in an IT role OR 2 or 4 year degree with some experience preferred  

• The business hours for the GTI Service Desk are 7am – 7pm CST Mon-Fri. The successful candidate will have the flexibility to work an 8-hour support shift within the designated business hours.

• The candidate will also be expected to become a member of a weekly on-call rotation, for which stipend will be provided. 

• 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)