Desktop Support Specialist

Desktop Support Specialist Level 1

At JonnyPops, our team is empowered to make an impact at work every day — from producing high-quality, innovative frozen novelties to spreading kindness one pop at a time. We look for bright and ambitious people who seek out challenges, thrive in fast-paced and high-growth environments, align with our core values, and get fulfillment from seeing their work transform the world around them. Based in Elk River and Plymouth, MN, JonnyPops develops, manufactures, distributes, and markets frozen novelties sold at retailers from coast to coast including Target, Costco, Kroger, and Whole Foods. Growing from a dorm-room startup in 2012, our mission is to make "A Better Pop for a Better World!" — and every role here contributes to that.

The Desktop Support Specialist Level 1 is the first point of contact for technology issues across JonnyPops' Plymouth and Elk River locations. This role ensures our team can focus on making great products and growing a great brand by keeping hardware, software, and connectivity running smoothly. You'll troubleshoot and resolve day-to-day IT issues, support new hire onboarding, manage device setup and inventory, and help maintain the tools and systems our teams rely on every day. This is a hands-on, people-first role — you get dirt under your fingernails and stay close to the work and the people you support.

Essential Duties and Responsibilities

• Serve as the first point of contact for all IT support requests via ticketing system, phone, email, and in-person
• Diagnose and resolve hardware, software, network connectivity, and peripheral issues in a timely manner
• Escalate issues that require Tier 2 or vendor involvement with clear documentation and context
• Maintain accurate and up-to-date tickets in the IT service management system; close loops with end users
• Image, configure, and deploy laptops, desktops, and mobile devices for new hires and existing employees
• Maintain IT asset inventory — tracking assignments, warranties, and end-of-life timelines
• Support decommissioning and secure disposal of retired equipment
• Coordinate with HR on new hire start dates and role requirements to ensure all technology is ready before Day 1
• Image, configure, and stage laptops, desktops, or tablets based on role and department requirements
• Provision user accounts across core systems — Microsoft 365 (Outlook, Teams, SharePoint), NetSuite, and any role-specific applications — with appropriate access levels granted before the employee's first day
• Set up workstations, peripherals, and desk phones; confirm VPN, Wi-Fi, and printer access are functional at the assigned location (Plymouth or Elk River)
• Prepare and deliver a "technology ready" checklist to HR and the hiring manager confirming all systems are active and tested prior to the new hire's first day
• Conduct a structured technology orientation for every new hire — walking them through their device, login credentials, key systems, and how to get help when they need it
• Cover core tools in orientation: Microsoft 365 navigation (Outlook, Teams, SharePoint/jDrive), NetSuite access, file storage and sharing practices, and printer/peripheral setup
• Introduce new hires to IT support channels — how to submit a ticket, who to contact, and expected response times — so they know how to get help from day one
• Provide new hires with a written "IT Quick Start Guide" covering passwords, key systems, and common how-tos — keeping the onboarding experience consistent and repeatable
• Proactively check in with new hires at the end of Week 1 and Week 4 to address any technology questions or friction points before they become problems
• Act as a friendly, accessible technology resource during a new hire's first 90 days — meeting people where they are and building confidence with JonnyPops systems
• Share onboarding feedback with HR and IT leadership to continuously improve the new hire technology experience
• Deprovision user accounts and revoke system access promptly upon employee departure, following the IT offboarding checklist
• Recover, wipe, and re-stage equipment for redeployment or secure disposal
• Support daily use of core systems including Microsoft 365, NetSuite, SharePoint, and Teams
• Assist with printer, copier, AV, and conference room technology setup and troubleshooting
• Support manufacturing floor technology needs including production terminals, label printers, and shop floor systems
• Create and maintain clear IT knowledge base articles and how-to guides for common issues
• Identify recurring issues and escalate patterns to IT leadership with suggested root-cause fixes
• Support the company's AI adoption goals by assisting teams in using AI tools effectively
• Follow all food safety protocols when working in or near production areas, including GMP, hygiene, and PPE requirements
• Ensure technology equipment brought into production areas meets sanitation and safety requirements
• Complete all required food safety training and certifications as directed

Minimum Qualifications

• 1–2 years of experience in a desktop support, help desk, or IT support role (internship and academic experience considered)
• Working knowledge of Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Ability to troubleshoot hardware, software, and network issues at a foundational level
• Clear communicator — you explain technical concepts simply and follow up without being chased
• Strong sense of urgency and accountability — people depend on you when technology isn't working
• Comfortable supporting both office and manufacturing environments
• Valid driver's license and ability to travel between Plymouth and Elk River locations as needed

Preferred Qualifications

• CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar certification
• Experience with Azure Active Directory / Entra ID, Intune, or MDM device management
• Familiarity with IT ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow)
• Experience in a food manufacturing, CPG, or multi-site environment
• Curiosity about AI tools and a track record of adopting new technology quickly

JonnyPops offers a competitive benefits package including health, dental, and vision insurance, paid time off, a 401(k) plan, and access to frozen pop products (yes, really). Join Us JonnyPops is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're ready to get dirt under your fingernails, make a real impact, and be part of a team that genuinely cares — we'd love to hear from you.

JonnyPops 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.