Associate IT Operations Engineer

As an Associate IT Operations Engineer at Green Thumb Industries, you will be responsible for providing on-site and remote technical support to end-users. This includes diagnosing hardware and software issues, assisting with the setup and configuration of IT equipment like desktops and printers, and managing basic network troubleshooting tasks. You'll also document issues and escalate complex problems, assist in user onboarding, and travel to client sites for hands-on support as needed.

To qualify for the Associate IT Operations Engineer role at Green Thumb Industries, you should possess an Associate degree in IT or have advanced service desk experience, ideally 3+ years. A basic understanding of Windows and macOS operating systems, networking fundamentals, and strong customer service skills are also essential. Additionally, you should have a valid driver’s license and the ability to travel up to client sites.

Yes, as an Associate IT Operations Engineer at Green Thumb Industries, travel to client sites for hands-on support is required and can account for up to 75% of your role. This travel allows you to provide direct assistance and ensures our clients receive the support they need on-site.

Green Thumb Industries is committed to your professional development. As an Associate IT Operations Engineer, you will have opportunities to learn and grow your technical skills in various areas, including IT infrastructure and customer service. You’ll receive hands-on training, mentorship, and support from experienced professionals to help you advance in your career.

The pay range for the Associate IT Operations Engineer position at Green Thumb Industries is competitive, ranging from $65,000 to $75,000 per year, depending on your experience, qualifications, and location. Additionally, there are opportunities for a discretionary annual incentive program based on both organizational and individual performance.

When addressing a user’s connectivity issues as an Associate IT Operations Engineer, it’s important to start with basic troubleshooting methods. Ask the user if they’ve restarted their device, check if they are connected to the correct network, and verify their network configuration settings. If these steps don’t resolve the issue, you may need to check the network hardware or escalate the problem to more advanced support.

In a busy environment like Green Thumb Industries, prioritization is key. I assess the urgency of each request, identifying critical issues that might impact business operations. I use a ticketing system to keep track of requests and often check in with users to manage their expectations, ensuring that I allocate time effectively for both urgent and less critical issues.

During my previous roles, I gained extensive experience in configuring both hardware and software. This includes setting up desktops and laptops from scratch, installing operating systems, and ensuring all necessary security applications are in place. I follow best practices to guarantee that every piece of equipment is ready for user operational needs even before they be logged in for the first time.

When explaining a technical issue to a non-technical user, I focus on simplifying the language and avoiding jargon. I would use analogies or relatable concepts to convey the issue and steps needed for resolution. For example, I might compare network connectivity issues to traffic problems to help them understand delays and solutions more effectively.

I have hands-on experience with several ticketing systems such as Jira and ServiceNow, which help streamline the tracking of user-reported issues. These tools allow me to prioritize tasks, communicate with users about their requests, and document solutions effectively, ensuring all procedures and resolutions are easily referenced for future use.

In high-pressure situations, I maintain a calm demeanor and focus on one task at a time. I prioritize urgent requests, ensuring that I communicate clearly with users about expected resolution times. Practicing deep-breathing techniques and taking short breaks helps me manage stress effectively while staying productive during busy periods.

My approach to user onboarding includes providing a welcome orientation covering basic IT procedures and support resources. I create a checklist for new users, ensuring they have access to all essential tools, software, and people who can assist them. Following up after onboarding is crucial to address any questions or issues they might have as they adjust to their new equipment.

In a previous position, I encountered a software issue that was beyond my expertise to resolve promptly. I assessed the impact and escalated the ticket with all relevant documentation to a senior engineer. This move expedited the resolution process, and the issue was fixed much quicker than it would have been if I had attempted to solve it alone, ensuring minimal disruption to users.

My understanding of networking basics includes knowledge of IP addressing, DNS, and the function of different network components such as routers and switches. I can troubleshoot simple network issues and understand how physical and wireless connections work, which is essential in my role as an Associate IT Operations Engineer to support user connectivity effectively.

I am passionate about technology and the rapidly growing cannabis industry. Working at Green Thumb Industries represents a unique opportunity for me to combine my technical skills with my interest in supporting a company that values innovation and quality. I admire the company's culture of growth, and I believe my technical support skills can make a positive impact on the user experience.