JOB SUMMARYCresco Labs is seeking aSupport Specialist I, Service Deskto provide support services for our corporate, retail and operation teams. As aTier 1 Support Specialist, 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 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.BENEFITSCresco 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.
