Desktop Support Specialist

Who We Are 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. Job Summary 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 Help Desk and Tier 1 SupportServe as the first point of contact for all IT support requests via ticketing system, phone, email, and in-personDiagnose and resolve hardware, software, network connectivity, and peripheral issues in a timely mannerEscalate issues that require Tier 2 or vendor involvement with clear documentation and contextMaintain accurate and up-to-date tickets in the IT service management system; close loops with end usersDevice Setup and Asset ManagementImage, configure, and deploy laptops, desktops, and mobile devices for new hires and existing employeesMaintain IT asset inventory - tracking assignments, warranties, and end-of-life timelinesSupport decommissioning and secure disposal of retired equipmentNew Hire Technology Onboarding and Engagement At JonnyPops, first impressions matter - and a great Day 1 technology experience is a key part of how we welcome people into the team. This role is a direct partner to HR in making that happen for every new hire. Pre-Arrival Systems SetupCoordinate with HR on new hire start dates and role requirements to ensure all technology is ready before Day 1Image, configure, and stage laptops, desktops, or tablets based on role and department requirementsProvision 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 daySet 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 dayDay 1 Technology OrientationConduct 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 itCover core tools in orientation: Microsoft 365 navigation (Outlook, Teams, SharePoint/jDrive), NetSuite access, file storage and sharing practices, and printer/peripheral setupIntroduce 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 oneProvide new hires with a written "IT Quick Start Guide" covering passwords, key systems, and common how-tos - keeping the onboarding experience consistent and repeatableNew Hire Engagement and Early SupportProactively 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 problemsAct as a friendly, accessible technology resource dur