| IT Support Specialist |  |
Feb 7, 2022🔗 👁️ 173 173 Views
🏢 GW Industries 📍 Portland, OR
💰 DOE 🗓️ Full-time 🏷️ Information Technology 📛 No license required
About our company
Come join us at Groundworks and help to support our mission of bringing wonder, wellness and positive social change through exceptional cannabis experiences and products! Groundworks encompasses production, retail, distribution, and processing. If you've ever been interested in working for within IT in the cannabis space, this role may be for you. We're transitioning our technical functionality to develop a more stable, scalable environment that not only supports but partners with the organization as a strategic partner.
Job description
The IT Support Specialist supports the organization with IT solutions, through the use of a ticketing system and technical documentation, by: processing end user requests for technical assistance to the point of resolution with excellent end user service throughout. Where appropriate, the analyst will initiate proper escalation of issues and provide appropriate analysis/documentation to other parties as required to provide effective resolution while retaining ownership of the issue.
This role is also responsible for proactive systems and software monitoring, as well as proactively notifying end users of system outages, necessary maintenance actions, and system performance issues through written or verbal communications. The analyst will also coordinate with 3rd party vendor support for outsourced alarm and camera equipment installation and maintenance and assists with training end users for basic desktop and hardware use and function.
This is accomplished by way of a respectful, constructive, and energetic style guided by Groundworks' core values and long-range objectives.
This role reports to our office in Portland, Oregon and is a hybrid position.
This is accomplished by way of a respectful, constructive, and energetic style guided by Groundworks' core values and long-range objectives.
People
- Answer general IT questions and requests that end-users may have
- Serve as resource for service partners for any escalated issues and collaborate for resolution
- In partnership with broader IT team and other stakeholders, work to implement new technology and systems
- Effectively and efficiently communicate with peers and management to solve problems
- Positively collaborate with coworkers, celebrating success and overcoming challenges
- Contribute to an optimistic and supportive team environment in a way that elevates morale, sharing concerns with management team when needed
- Actively work to create cultural buy-in amongst their team, and champion organizational goals and initiatives
Process/Technology
- Perform PC builds and hardware configurations following standard
- Perform installations and repair of desktop hardware & software, printers and other peripherals devices.
- Coordinate with 3rd party vendor support for outsourced alarm and camera equipment installation and maintenance
- Facilitate the physical move of hardware between work areas or facilities when needed.
- Use problem management systems for issue/request entry, assignment, tracking, resolution and documentation.
- Provide trouble shooting documentation for applications and updates FAQ database.
- Maintain effective logs and other documentation and control tools.
- Monitor system hardware and software, proactively notifies end users of system outages, necessary maintenance actions and system performance issues through written or verbal communications.
- Take corrective actions and/or interfaces with other IT teams to ensure proper and timely escalation of issues during outages or periods of degraded systems performance.
- Audit user accounts and licensing
- Maintain equipment inventory assignment, location, and use
- Provision, configure, and install infrastructure and workstation hardware
Customer
- Provide excellent end user service to both internal and external end users and stakeholders
- Process end user requests for technical assistance, inquiries, concerns, and complaints to the point of resolution.
- Actively monitor work queues to facilitate timely processing of end user requests and issues.
- Ensure all end user requests / issues are resolved in a prompt, professional and personable manner, meeting end user service and service level objectives.
- Support all organizational goals to deliver exemplary end user service.
- Assist with training end users for basic desktop and hardware use and function
- Foster a collaborative spirit that allows for excellent cross-functional work and results
Finance
- Work with our IT partners to ensure we are following user license agreement terms company wide
- Provide reference material for IT Vendor invoice validation
- Continually seek efficiency gains and cost-savings across designated function
- Other duties as assigned
Required Qualifications
- Excellent diagnostic and problem-solving skills
- Proficiency in Microsoft Suite (Office 365, SharePoint) required
- Proven experience with Office 365 administration
- Proven experience with desktop provisioning
- Excellent communication skills
- Outstanding organizational and time-management skills
- Hold a valid driver's license and have reliable transportation for commuting among locations within assigned region.
- Willingness to work day or night shifts, weekends and/or holidays to ensure service level agreements are met or exceeded
- Must be and remain compliant with all legal and company regulations required for working in the cannabis space.
- Must be 21 years of age or older.
- Have interest in the cannabis industry and be culturally aligned with Groundworks' mission.
- Willingness to abide by company COVID-19 safety protocols including pre-shift screening questionnaires, social distancing and mask wearing
Preferred Qualifications
- Experience with alarm and camera solutions (Alarm.com provider experience a plus)
- Associate degree or comparable experience
- Certification as IT Technician (e.g. CompTIA A+, Microsoft Certified IT Professional) preferred
Physical Requirements
- Ability to stand, walk, sit and kneel daily in environments that include concrete or other hard-surface floors, and in some instances staircases.
- Ability to push, pull and carry up to 50 pounds multiple times daily.
- Ability to maintain focus and memory in environments with distractions such as heavy foot traffic, background noise due to public conversations and the gathering of people, etc.
- Absent conditions that would prevent the occasional use of PPE such as safety glasses, dust masks, masks, etc.
- Ability to sit at a desk and work at a computer for several contiguous hours.