IT Help Desk Analyst / Field Technician

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!