Senior Support Analyst
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MedMen is a cannabis retailer with flagship locations in Los Angeles, Las Vegas, Chicago, and New York. MedMen offers a robust selection of high-quality products, including MedMen-owned brands [statemade], LuxLyte, and MedMen Red through its premium retail stores, proprietary delivery service, as well as curbside and in-store pick up. MedMen Buds, an industry-first loyalty program, provides exclusive access to promotions, product drops and content. MedMen believes that a world where cannabis is legal and regulated is safer, healthier and happier. Learn more about MedMen at www.medmen.com
The Senior 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 to assist with the deployment of hardware and manage onsite project tasks as we open new retail stores.
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
BS degree or equivalent experience
Knowledge of IT support based on 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 including OSX 10 and 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 to support retail and field operations requirements
This position has no supervisory responsibilities.
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.
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 40 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 to support other MedMen locations is expected for this position.
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.
Work Authorization/Security Clearance
There is no visa or H1-B sponsorship.
MedMen Is An Equal Opportunity Employer
Individuals seeking employment at MedMen are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity or expression, sexual orientation, or any other basis protected under federal, state or local laws.
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MedMen Cannabis Dispensaries and Delivery Service