Service Desk Technician

About Tilray Brands Inc.

Tilray is a global leader in cannabis research, cultivation, processing, and distribution. We aspire to lead, legitimize, and define the future of our industry by building the world’s most trusted cannabis company. We are committed to setting the gold standard of care and excellence in our industry. We believe that commitment starts with a great work environment and benefits for our associates.

Looking to develop your career at the forefront of a rapidly expanding industry?

Job Summary:

We are seeking a Service Desk Technician to provide efficient and expert IT support to our employee user base. An excellent Service Desk Technician must be able to work in a fast-paced, team-oriented environment and apply their comprehensive technical knowledge to deliver frontline IT support services both remotely and in-person. They must be committed to a high level of quality in ticket handling and effectively utilize the ticketing system in performing IT Incident and Request Management activities daily. The goal of this position is to utilize all available resources to provide Tilray employees a valuable, superior, and effective IT support experience in every interaction.

Roles & Responsibilities:

• Provide superior frontline technical support for onsite and remote users
• Pursue technical issues to resolution or escalation
• Provide IT Onboarding orientation to new employees
• Advise users on IT products and/or services
• Manage on-site IT inventory
• Fulfill onsite IT workspace requests
• Daily utilization of IT ticketing system for incident and request management
• Observe and report on trending IT issues and potential areas of service improvement
• Participate in knowledge management and creation of knowledge base articles
• Work and collaborate with a team

Required Qualifications:

• College Diploma/University Degree in related field
• 1-3 years of experience in an Information Technology support role
• MacOS, iOS, Windows, printers, and mobile device support experience
• Experience in supporting large-scale IT environments
• Experience in supporting conference room solutions
• Organizational, verbal, and written communication skills a must
• Attention to detail and ability to multi-task is an asset
• Previous experience in an ITIL environment

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.

Please note that Tilray does not authorize, engage, or sponsor any consultants, agencies or organizations that seek certain personal or financial information from you (e.g. passwords, login ids, credit card information). High Park does not charge any application, processing or onboarding fee at any stage of the recruitment or hiring process.

When replying to emails, please ensure the sender name and email address match exactly. Please also ensure the Reply-To address matches the sending address exactly.

If you are concerned about the authenticity of an email, letter, or call purportedly from, for, or on behalf of High Park, please send an email inquiry to infosec@tilray.com