Specialist I, Service Desk

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 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.

If you’re interested in joining our mission,

MISSION STATEMENT

At Cresco, we aim to lead the nation’s 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 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.

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.
• Support end users by assisting with asset management in all aspects of the business.
• Participate in on-call rotation one week per month as needed to support business initiatives.
• Role is required to be in office 4-days a week and WFH 1-day, with a rotating schedule.

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

• At least 1-2 years of experience in a help desk and/or technology field is preferred.
• 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.
• 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.

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.