1(904)362-3629 [email protected]

Senior Desktop Support Analyst, Florida

Job Summary

The Senior Desktop Support Analyst will be responsible for working with interdisciplinary IT, retail, and operations teams to ensure the end-user has the tools necessary to efficiently perform their jobs. Specific support of Windows 10, Mac OS X, mobile devices, cloud applications, Active Directory and Office 365 are expected immediately, yet deploying different or new software and equipment is also required in this role. Aptitude providing technical support with effective communication skills is essential. Experience with Meraki, Service Now, and providing onsite support to retail locations is also desirable.

This position will support all aspects of the service desk but the ideal candidate will be able to travel extensively throughout Florida to assist with the deployment of hardware and manage onsite project tasks as we open new Florida retail stores.

Job Functions

  • Installs, configures, and maintains hardware, software, networking, and storage solutions
  • Provides investigation, diagnosis, resolution, and recovery of hardware and software problems
  • Demonstrates outstanding customer service with outstanding speed and attention to detail
  • Travels frequently to provide onsite IT and project support
  • Performs on-site diagnosis, troubleshooting and repair, as well as remote troubleshooting for corporate and retail users
  • Manages Active Directory including group policy, adding, removing, and updating user account information, resetting passwords, etc.
  • Works with vendor support to resolve technical problems on desktop computing equipment and software
  • Supports desktop security including familiarity with antivirus, firewalls and multi-factor authentication as well as effective execution of network administration tasks
  • Utilizes approaches of redundancy and scale including system cloning and virtual machines
  • Tracks corporate assets and manages technology inventory
  • Maintains overall ownership of user’s issue and ensures that they receive resolution within a reasonable timeframe, including documentation of incident resolutions
  • Provides initial assessment of urgency and business impact on all service calls
  • Manages service requests, software installations, new computer setups, upgrades, etc.
  • Communicates enhancement request feedback to IT regarding technology environment and employee needs using defined processes
  • Takes ownership of projects with significant complexity, end-to-end, including requirements gathering and resolution

Basic Qualifications

  • BS degree or equivalent experience
  • Knowledge of IT support based in At least 5 years of experience troubleshooting PC hardware issues on Intel platforms as well as substantial experience supporting Windows 7, Windows 10, Microsoft Office, and Macintosh technologies (OSX 10 & iOS)
  • Excellent customer care skills including verbal and written communication, organization, and follow-up
  • Strong analytical, troubleshooting, problem-solving, and performance improvement skills
  • Ability to demonstrate a sense of urgency while effectively prioritizing complex tasks
  • Ability to maintain composure and focus while troubleshooting
  • Ability to travel extensively across Florida to support retail and operations requirements

Supervisory Responsibility

This position has no supervisory responsibilities.

Working Conditions

This job operates in a professional corporate setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.)

(Note:­ The Company complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act (ADAAA), and all applicable state and local fair employment practices laws, and is committed to providing equal employment opportunities to qualified individuals with disabilities. Consistent with this commitment, the Company will provide a reasonable accommodation to disabled applicants and employees if the reasonable accommodation would allow the individual to perform the essential functions of the job, unless doing so would create an undue hardship.)

Travel

Travel to support other MedMen locations is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Apply directly: https://boards.greenhouse.io/medmen/jobs/4501796002

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