IT Service Desk Analyst

Cronos Group is an innovative global cannabinoid company with international production and distribution across five continents. Cronos Group is committed to building disruptive intellectual property by advancing cannabis research, technology and product development. With a passion to responsibly elevate the consumer experience, Cronos Group is building an iconic brand portfolio. Cronos Group’s portfolio includes PEACE NATURALS™, a global health and wellness platform, two adult-use brands, COVE™ and Spinach™, and two hemp-derived CBD brands, Lord Jones™ and Happy Dance™.

At Cronos Group, we hire talented people who thrive on solving difficult problems and give them the opportunity to hone new skills and approaches. If you want to play a part in shaping an innovative industry and help build a historically significant company, we want to meet you.

As the IT Service Desk Analyst (SDA), you will report to the Senior Manager, Technology Operations, and will act as the primary point of contact for providing technology support to end users in a timely fashion. The SDA will be responsible for providing new hires with proper tech equipment (i.e. laptops, monitors, phones etc.) and generating company e-mail addresses and will also be responsible for troubleshooting any network errors. You will perform both technical and administrative tasks to ensure functionality and efficiency of computer and telecom systems.

This position can be based in Winnipeg, MB.

What you’ll be doing:

• Provide front line level 1 technology/device support and administration
• Support user access life cycle, including Onboarding/Offboarding activities, and managing access changes
• Coordinate and schedule hardware and software installations and maintenance
• Monitor and respond to IT Support tickets for regional site and remote North American employees , ensuring tickets are documented and resolved in a timely fashion
• Escalate level 2+ queries as needed to the appropriate IS team member to ensure a timely resolution of tickets
• Maintain accurate records of Assets within the ITSM tool (hardware, software, etc.)
• Collaborate with other business stakeholders to deliver A/V and meeting room support, and maintain standards and functionality
• Liaison between business stakeholders and higher-level support
• Assist in creating training material, FAQ’s, and other IS resources to enhance employees IS experience
• Perform other job duties as assigned

You’ll need to have:

• 2+ years of experience in a service desk, customer service, or similar role
• Post-Secondary Diploma in Computer Science or relevant field
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, and remote support tools
• Solid understanding of computer systems, mobile devices and other tech products
• Sound troubleshooting and documentation skills
• Excellent verbal and written communication skills to convey information appropriately to a variety of audiences
• Consumer focused mindset with a willingness to provide creative problem-solving solutions to meet the needs of end-users Approachable, reliable, and empathetic to business user needs
• Excellent team player with a willingness to lean in and remove roadblocks
• Curiosity, interested in learning and mastering new technologies and techniques

We are committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures. For candidates with disabilities, accommodations are available upon request in all phases of the selection process.