IT Help Desk Analyst

Who We Are

At Jonny Pops, our team is empowered to make an impact at work every day from producing high-quality, innovative frozen novelties to spreading kindness onepopat a time. We look for bright and ambitious individuals who seek out challenges, thrive in fast-paced and high-growth environments, align with our core values, and get fulfilment from seeing their work transform the world around them.

Based in Elk River, MN, Jonny Pops develops, manufactures, distributes, and markets frozen novelties. Retailers from coast to coast including Target, Costco, Publix, Kroger, Cub, along with thousands of regional and local grocers make Jonny Pops part of their assortment.

Growing from a dorm room start-up in 2012, Jonny Pops mission is to make "A Better Pop for a Better World!" Jonny Pops leads the frozen novelties space in innovation and uses simple ingredients with no artificial dyes. Every pop stick includes akinddeed, spreading kindness every day.

Joining Jonny Pops is an exciting opportunity to be part ofhigh-growth brand and have a direct impact on the company’s success. Join our team and help us make"A Better Pop, for a Better World!"

As the IT Help Desk Analyst, you willbe responsible forprovidingtechnical support to users efficiently and accurately. As the front line of support, you will resolve technical issues, minimize escalation needs, and deliver an exceptional experience to our team members.

This is afull-time, in-person,technical position requiring a strong understanding of troubleshooting, computer systems, networking, and software applications.

Candidates must have the ability to resolve technical issues effectively and independently while providing excellent customer service.

• Provide a patient and empathetic approach to user problems
• Resolve issues with a problem-solving mindset
• Would this role be responsible for administration of any of our systems? - No
• What systems would this individual operate in?
• Office 365 Products
• Red Zone
• The Receptionist
• MicrosoftEntraID
• Microsoft Intune
• Apple Business Manager
• Apple Configuration Manager
• Atlassian JSM
• Would this role be responsible for provisioning, onboarding, offboarding?
• Responsible for following up with the user to ensure they have everything, no provisioning permissions at this level
• Respond to and resolve technical support requests via phone, email, and chat
• Document all support interactions in the ticketing system
• Escalate complex issues to appropriate teams
• Assist with basic account management and password resets
• Provide technical guidance/training to end users
• Create and maintain Documentation for processes and KBAs for users to see
• Follow established support procedures and protocols
• Time management and prioritization skills
• Collaborative team player mentality

• Support reliability and legal requirements of IT systems used in food safety and quality operations
• Clearly reflect food safety and quality as part of the JP brand, when planning and executing projects, and while interacting with relevant internal and external stakeholders.
• Follow systemwide GMPs when on the manufacturing floor, as required of all JP personnel

• Proficient troubleshooting abilities for hardware, software, and network issues
• Knowledge of operating systems (Windows, macOS, Linux)
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
• Familiarity with remote desktop tools and ticketing systems
• Basic understanding of IT security best practices
• Knowledge of common workplace applications (Microsoft Office, Google Workspace)
• Strong verbal and written communication abilities. Ability to explain technical concepts in non-technical terms
• High school diploma or equivalent (minimum)
• Associate’s degree in IT or related field (preferred)
• IT certifications like CompTIA A+, HDI, or ITIL (beneficial)
• 1-2years’ experience in customer service or technical support roles

Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or commissions.

$24-$28/hr

Jonny Pops offers a competitive benefits package which includes the following:

• Medical/Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• FSA
• DCFSA
• Life & AD&D Insurance
• Short & Long Term Disability
• FTO/PTO
• EAP Programs
• Paid Holidays
• Employee Referral Program
• Sick & Safe Leave
• 401k
• Company Sponsored Meal Plan

* Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or commissions.