IT Help Desk Analyst / Field Technician

Job Description

Job Description

Johnny’s Markets is changing the way people think about convenience stores, and as an IT Helpdesk Analyst/Field Technician, you’ll play a key role in being a reference point for all IT related issues at the user level and develop solutions in a timely manner. With direction from the IT Manager, you’ll ensure optimal running of all systems and problem-solve technical issues for colleagues and executives, responding to their needs in a timely manner.

What You'll Do

IT Help Desk Support

• Serve as the first point of contact for IT support requests from stores and corporate users.
• Receive, prioritize, troubleshoot, and manage support tickets through the IT ticketing system.
• Perform initial troubleshooting and resolve technical issues whenever possible.
• Escalate complex issues to appropriate team members and provide detailed documentation to assist with resolution.
• Follow up with users to ensure issues are fully resolved and customer satisfaction is maintained.
• Maintain accurate records of support requests, recurring issues, and resolutions.
• Update and maintain IT documentation, procedures, and knowledge base articles.

Field Support

• Travel to store locations as needed to assist with hardware installations, troubleshooting, and maintenance.
• Support point-of-sale systems, network equipment, printers, handheld devices, and other technology systems.
• Assist with technology rollouts, upgrades, and special projects.
• Provide hands-on support during weekends and after-hours maintenance activities when required.

Reporting & Data Analytics

• Assist with the development, maintenance, and validation of operational and business reports.
• Work with SQL databases to gather, organize, and analyze data.
• Support the creation and maintenance of Power BI dashboards and reports.
• Collaborate with business departments to identify reporting needs and improve data visibility.
• Help ensure data accuracy and consistency across reporting platforms.

What You’ll Need

• Currently pursuing or have completed an Associate's or Bachelor's degree in Computer Science, Information Technology, Data Analytics, Information Systems, Business Analytics, or a related field; OR equivalent work experience in IT support.
• Experience working in a help desk, technical support, customer service, or IT operations environment preferred.
• Strong knowledge of Microsoft Windows and Microsoft 365 applications.
• Experience with IT ticketing systems is preferred.
• Experience with SQL, database queries, Power BI, or other reporting tools preferred.
• Interest in data analysis, business intelligence, reporting development, or process improvement.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple priorities and work independently.
• Attention to detail and commitment to maintaining accurate documentation.
• Ability to lift and carry 50 lbs. regularly
• Comfortable on ladders between 6 – 20 feet
• Experienced / comfortable driving commercial vehicles (transit van)

Preferred Qualifications

• Experience creating reports, dashboards, or data visualizations.
• Coursework or hands-on experience with SQL, Power BI, Microsoft Access, or similar reporting platforms.
• Experience supporting retail, hospitality, or multi-location business environments.
• Familiarity with Microsoft Azure, SharePoint, Power Automate, or Microsoft data platforms.
• Ability to analyze business processes and identify opportunities for improvement through technology and reporting.

Benefits

It feels good to work at a company that cares about its customers and its community. We’re always looking for ways to take good care of each other, and that goes for your benefits, too. As a full-time employee, you can look forward to:

• Competitive pay, commensurate with demonstrated skills and experience.
• Medical, dental, and vision insurance (after 60 days)
• Flex spending account (after 60 days)
• $10,000 life insurance and accidental death & dismemberment insurance (after 60 days)
• LifeWorks employee assistance program (after 60 days)
• 401K with company match (age 18+, after 6 months of service)
• 2 weeks paid vacation (after 90 days) plus 6 paid holidays per year

Get to Know Johnny’s

You can feel good about working for Johnny’s. Our family-owned, Michigan-based chain of convenience stores can now be found at more than 60 Shell gas stations across Michigan and Northern Indiana, giving people a fun, friendly place to find a great cup of coffee, yummy snacks for the road, and home and car necessities. Wherever we go, we work hard to be a bright spot in the community, doing our best to Be More, Be Good, and Be Neighborly. Come join our team!