IT Help Desk Analyst

JonnyPops•Plymouth, MN

1d•$24 - $28•Onsite

About The Position

As the IT Help Desk Analyst, you will be responsible for providing technical 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 a full-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.

Requirements

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)
1-2 years’ experience in customer service or technical support roles

Nice To Haves

Associate's degree in IT or related field (preferred)
IT certifications like CompTIA A+, HDI, or ITIL (beneficial)

Responsibilities

Provide a patient and empathetic approach to user problems
Resolve issues with a problem-solving mindset
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 KBA’s 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