Specialist II, Service Desk

Job title: Specialist II, Service Desk in USA at Cresco Labs

Company: Cresco Labs

Job description: COMPANY OVERVIEWCresco Labs is one of the largest public, vertically integrated, multistate operators in the cannabis industry. Our portfolio of in-house cultivated and manufactured brands features some of the highest quality, most awarded and most popular cannabis products in America. With dozens of locations nationwide, our owned and operated Sunnyside® dispensaries provide a welcoming, positive, judgement-free place to shop for anyone at any point on their cannabis journey.Founded in 2013, Cresco Labs' mission is to normalize and professionalize cannabis through our passionate employees. As stewards of the cannabis industry, our teams are constantly focused on supporting the needs of our fellow colleagues, consumers, customers, and communities alike. With a focus on Social Equity and Educational Development, our SEEDTM initiative ensures that our company reflects the communities in which we serve, ensuring equal opportunity for all to have the knowledge and resources to work in and own businesses in cannabis.At Cresco Labs, we aim to revolutionize and lead the nation's cannabis industry with a focus on quality and consistency of product, and to bring legitimacy to the industry with the highest level of integrity and professionalism.If you're interested in joining our mission, click the below links to join our team today!MISSION STATEMENTAt Cresco, we aim to lead the nation's cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.JOB SUMMARYCresco Labs is seeking a detail-oriented and security-focused Service Desk Specialist - User Provisioning & Deprovisioning to join our IT support team. In addition to general service desk tasks, this role is primarily responsible for managing the user lifecycle, ensuring proper access to systems and applications, and enforcing security best practices related to identity and access management (IAM). The analyst will also be responsible for generating and analyzing access reports to maintain compliance and identify potential issues. This is a specialist service desk role, handling user access requests, troubleshooting access-related issues, reporting and escalating concerns as needed.CORE JOB DUTIES

• User Lifecycle Management: Perform provisioning, modification, and deprovisioning of user accounts, access permissions, and security credentials across enterprise systems, with a focus on SOX systems.

• Troubleshooting & Support: Provide first-level troubleshooting for user access issues and escalate complex cases to higher-tier support teams or application business owners.

• Issue Escalation: Escalate unresolved questions or issues to application business owners or senior IT staff when necessary.

• Audit & Compliance Documentation: Ensure all Q&A or clarifications are documented within the ticket and messaged communications for audit purposes.

• Reporting: Generate and analyze reports on user access to ensure compliance and identify potential issues.

• Security & Compliance: Follow role-based access controls (RBAC), least privilege principles, and company security policies to ensure compliance with SOC 2 and other regulatory standards.

• Collaboration & Communication: Work closely with IT, HR, and security teams to ensure seamless onboarding/offboarding processes and access governance.

• Documentation & Knowledge Sharing: Maintain comprehensive documentation on provisioning processes and contribute to knowledge base articles for user access management best practices.

• Handle initial triage and advanced troubleshooting of IT related issues raised by users via ITSM platform or phone.

• Assist end-users using remote desktop tools or phone, chat, email support.

• Troubleshoot basic network connectivity issues.

• Assist with software deployments and process changes.

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

• 2+ years of experience in IT service desk, identity and access management, or related IT support roles.

• Familiarity with IAM solutions like Microsoft Entra ID, Okta, CyberArk, SailPoint, or similar.

• Experience working with ITSM tools such as FreshService, ServiceNow or other ticket management application.

• Basic understanding of authentication protocols (SAML, OAuth, LDAP, SCIM) and directory services (Active Directory, Azure AD, Google Workspace, etc.).

• Strong attention to detail and ability to follow security best practices.

• Excellent customer service and communication skills.

• Ability to work collaboratively with cross-functional teams.

• Familiarity with automation tools (PowerShell, APIs) is a plus but not required.

BENEFITSCresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D. We also offer eligible employees paid holidays and paid time off. Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.In accordance with any local and state compensation laws, the compensation listed is the current estimated range for the position. Final offer details and future compensation may be determined by multiple factors including but not limited to, geographic location, market compensation data, skills, experience, and other relevant factors. For questions about this please discuss with your recruiter during the interview process.Pay Range$29—$35 USDADDITIONAL REQUIREMENTS

• Must be 21 years of age or older to apply


• Must comply with all legal or company regulations for working in the industry

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.California Consumer Privacy Act (“CCPA”) Notice to Applicants:Please read the (“CA Privacy Notice”) regarding Sunnyside* and its affiliate Cresco Labs' policies pertaining to the collection, use, and disclosure of personal information. This CA Privacy Notice supplements the information contained in the and applies to California resident employees and job applicants. Applicants with disabilities may access this notice in an alternative format by contactingReporting a Scam:Cresco Labs is aware of fictitious employment offers being circulated from various sources. Many of these schemes consist of an alleged offer of employment with Cresco Labs with the intention of gaining personal information, including payment and/or banking information. Be aware that fraudulent job offers and correspondence may appear legitimate: they may feature a Cresco Labs logo, they may appear to originate from an official-looking email address or web site, or they may be sent by individuals purporting to represent Cresco Labs or an entity which includes the word Cresco Labs in its name.Please note that Cresco Labs does not ask for payment or personal banking information as a condition of employment. Any personal information is requested for payroll or state badging purposes only. Applications can be securely submitted through our career's pages.We are working diligently to block this from happening. Beware if an offer of employment looks too good to be true. Never divulge personal and banking information or send money if you are unsure of the authenticity of an email or other communication in the name of Cresco Labs.If you are in doubt, please contact us at with questions.

Expected salary:

Location: USA

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