Technical Support Analyst

Alameda, CA /
Kiva Brands – Information Systems /
/ On-site
Kiva Confections ( is a world-class cannabis-infused edibles company in California, the largest cannabis market in the world. Kiva's line includes Kiva Chocolate Bars, Terra Bites, Petra Mints, Lost Farms Gummies & Chews, and Camino Gummies. Our products are crafted from premium ingredients and thoughtfully combined with California cannabis. Since our beginning in 2010, our goal has been to create confections that redefine what a cannabis confection ought to be. By applying art and science, we ensure a deliciously consistent experience.

We have high-reaching growth plans as the legal market and consumer adoption expand. Key growth initiatives include ambitious platform innovation, outstanding marketing, geographic expansion, strategic partnerships, and more. We are resourced for this spectacular growth and looking for great people to help take us to the next level.

Job Summary

The Kiva Technical Support Analyst will be the face of IT reporting to our Sr. IT Manager. We are seeking someone with a passion to support a national team of outstanding individuals that use a variety of SaaS applications and hardware systems. In addition, the Technical Support Analyst is responsible for understanding, interpreting all support requests, and providing documentation and resolution for our internal knowledge base.

This is an on-site role that requires you to be at one of our facilities during the workday. This person would be the main point of contact for employees of Kiva Brands from onboarding to offboarding and all support in between! The ideal candidate enjoys problem solving, works well across teams, and thrives in a fast-paced environment.

As Kiva's Technical Support Analyst, you will...

    • Identify areas for development (risks and opportunities) throughout KIVA’s hardware and software landscape
    • Test and evaluate new technology
    • Develop and detail new and current SOPs
    • Strategize with key stakeholders on how to best align IT systems with company objectives
    • Lead our IT ticketing system - triage, prioritize and remedy reported issues and outages
    • Provision computer hardware/software (On/Off-Boarding)
    • Run asset inventory database

What we're looking for....

    • Minimum of 3-5 years in an IT-related position
    • BS degree or equivalent work experience
    • In-depth knowledge of Windows and Mac OS operating systems
    • Experience connecting with and assisting remote users
    • Superb communication, interpersonal skills and attention to detail
    • Driven to find and help address IT problems
    • Ability to learn quickly and evolve in a multi-layered environment
    • Occasional weekend and after hours support, as well as light travel
    • Startup experience
    • Google Workspace experience
    • General MDM deployment and troubleshooting experience
    • Shown knowledge of basic networking
$38 - $40 an hour
Please note, we consider a number of factors such as internal pay parity, relevant experience/skills, geographic location, etc.
Kiva Confections provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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