Service Desk Specialist I at Cresco Labs

Chicago, Illinois, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

CannabisIndustries

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

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

Skills

Key technologies and capabilities for this role

Service DeskIT SupportTechnical SupportCustomer ServiceTroubleshooting

Questions & Answers

Common questions about this position

What are the main responsibilities of the Service Desk Specialist I?

The role involves handling initial triage and basic troubleshooting of IT issues via ITSM platform or phone, assisting end-users with remote desktop tools, phone, chat, or email support, accurately logging incidents in Fresh Service, and assisting with password resets.

Is there an on-call requirement for this position?

Yes, this role is part of an on-call rotation.

What tools or systems will I use in this role?

You will use the ITSM platform Fresh Service for logging incidents, remote desktop tools, and support via phone, chat, or email.

What is the company culture like at Cresco Labs?

Cresco Labs focuses on normalizing and professionalizing cannabis through passionate employees, with an emphasis on social equity, educational development, regulatory compliance, product consistency, customer satisfaction, integrity, and supporting colleagues, consumers, customers, and communities.

What skills make a strong candidate for this role?

Strong candidates should excel in effective communication across teams, technical troubleshooting, timely issue resolution, personalized service delivery, and familiarity with ITSM systems like Fresh Service, plus availability for on-call rotation.

Cresco Labs

Cultivates, processes, and sells cannabis products

About Cresco Labs

Cresco Labs is involved in the U.S. cannabis industry as a grower, processor, and retailer of cannabis products for both recreational and medical users. The company offers a range of trusted brands to meet diverse consumer needs and operates in eleven states with a focus on high-demand markets and strict regulations. Cresco Labs stands out by emphasizing responsible practices, community empowerment, and eco-friendly initiatives, aiming to create a reputable cannabis industry. Its goal is to ensure that its success benefits local communities and stakeholders while delivering high-quality cannabis products.

Chicago, IllinoisHeadquarters

2013Year Founded

$105.1MTotal Funding

IPOCompany Stage

Social Impact, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Holidays

401(k) Company Match

401(k) Retirement Plan

Performance Bonus

Stock Options

Employee Discounts

Risks

Increased competition in Ohio following the legalization of recreational cannabis.

Potential supply chain disruptions due to rapid expansion in Pennsylvania.

Regulatory challenges in maintaining compliance across multiple states.

Differentiation

Cresco Labs operates in eleven states, focusing on high-demand, regulated markets.

The company uses a consumer-packaged-goods approach to cannabis production and distribution.

Cresco Labs emphasizes eco-friendly practices and community empowerment initiatives.

Upsides

Cresco Labs reported a tenfold increase in operating cash flow in Q1 2024.

The company is expanding retail operations, with 72 locations nationally, including Ohio and Pennsylvania.

Cresco Labs' diverse brand portfolio caters to both recreational and medical cannabis users.

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