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Helpdesk Analyst

Kinder'sWalnut Creek🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationWalnut Creek, United States
OnboardingMicrosoft OfficeAccount ManagementActive DirectoryHelp DeskProcess ImprovementTechnical SupportTicketing SystemsAzureSharePoint

Job description

BUILT ON FLAVOR.  FUELED BY PEOPLE.

What’s it like to work at Kinder’s? Well, there’s a lot of snacking and geeking out over what we all cooked over the weekend. Beyond that, there’s also plenty of hard work. Because we don’t just like flavor, we’re obsessed with it.    

With over 100 products sold nationwide, we’re now a top-five brand in multiple flavor categories at Costco, Walmart, Whole Foods, and more. We’re not your typical CPG company. Privately held and founder-led, we like to think of ourselves as a pirate ship in a sea of cruise ships. Our crew is adventurous and fearless. We chart our own course and chase big ideas to make food unforgettable. 

As we expand globally and approach $1 billion in revenue, we need more smart-and-scrappy, flavor-obsessed people to come aboard. If you’re looking for a place where you can see the real impact of your work... this is it! Every day, you’ll be part of a journey to add flavor to millions of meals and lives.

About the Role:

Kinder's is growing rapidly, and we're looking for a proactive, service-oriented Technology Analyst – IT Help Desk to help keep our people connected, productive, and supported. In this role, you'll serve as a key member of our Technology team, providing hands-on technical support, troubleshooting hardware and software issues, and ensuring employees have the tools and technology they need to do their best work.

The ideal candidate brings a strong foundation in IT support, a problem-solving mindset, and a passion for delivering an exceptional employee experience. You'll thrive in a fast-paced, evolving environment where priorities shift, collaboration is essential, and there's an opportunity to help build scalable technology processes as the business grows.

This is an exciting opportunity for someone who enjoys being hands-on with technology, takes ownership of challenges, and is motivated to make a meaningful impact across the organization.

Key Responsibilities Include:

IT Help Desk & Technical Support

  • Provide timely, professional Tier 1 and Tier 2 technical support to employees, resolving hardware, software, network connectivity, and system access issues.
  • Troubleshoot and resolve technical incidents involving laptops, desktops, mobile devices, printers, peripherals, and collaboration tools.
  • Manage incoming support requests through the IT ticketing system, ensuring timely resolution, accurate documentation, and effective communication.
  • Diagnose recurring technical issues, identify root causes, and recommend solutions to improve reliability and employee productivity.
  • Escalate complex technical issues to appropriate internal teams or external vendors while maintaining ownership of the employee experience.

Technology Operations & Systems Support

  • Support the configuration, deployment, maintenance, and troubleshooting of employee hardware, software, and technology equipment.
  • Assist with the administration and support of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and related productivity applications.
  • Support user account management, access permissions, password resets, and authentication troubleshooting across enterprise systems.
  • Assist with device management, software installations, operating system updates, and endpoint security requirements.
  • Maintain accurate IT asset inventories, equipment assignments, and technology documentation.

Employee Onboarding & Offboarding

  • Coordinate technology setup for new hires, ensuring equipment, applications, and system access are ready for their first day.
  • Partner with People & Culture and business leaders to deliver a seamless technology onboarding experience.
  • Manage technology-related offboarding activities, including account deactivation, equipment recovery, and access removal in accordance with company policies.
  • Provide employee training and guidance on technology tools, best practices, and self-service resources.

Process Improvement & IT Security

  • Identify opportunities to improve help desk workflows, support processes, and technology service delivery.
  • Develop and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
  • Support IT security practices, including multifactor authentication, endpoint protection, access controls, and data security protocols.
  • Assist with technology upgrades, system implementations, and cross-functional IT projects.
  • Collaborate with internal stakeholders and external technology partners to support a secure, reliable, and scalable IT environment.

Skills + Experience:

  • 3+ years of experience in IT help desk, desktop support, technical support, or a related technology support role.
  • Strong working knowledge of Windows operating systems, Microsoft 365 applications, and common business technology platforms.
  • Experience troubleshooting hardware, software, networking, connectivity, and user access issues.
  • Familiarity with IT ticketing systems, incident management, and technical support best practices.
  • Experience with user account administration, Microsoft Entra ID (Azure AD), Active Directory, or similar identity management platforms.
  • Working knowledge of endpoint management tools, device provisioning, and basic IT security practices.
  • Strong analytical and troubleshooting skills with the ability to independently diagnose and resolve technical issues.
  • Excellent communication and interpersonal skills, with the ability to translate technical concepts into clear, approachable guidance.
  • Strong organizational skills and the ability to prioritize competing requests in a fast-paced environment.
  • A customer-service mindset, strong sense of accountability, and willingness to take initiative.
  • Ability to collaborate across departments while maintaining confidentiality and professionalism.

SEASONED FOR SUCCESS:

  • No two days here are the same.
  • We try to be good team members and good communicators, but we don’t live by hierarchy and structure – everyone is a difference maker here.
  • We make a lot of decisions in the face of incomplete information – our team embraces ambiguity and tries to make good decisions fast rather than great decisions slow.
  • We believe our job is to take smart risk, not to eliminate risk.
  • We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart.
  • We aren’t trying to be average – we want to do exceptional things, and we are willing to work hard to achieve them.

BENEFITS THAT BRING MORE TO THE TABLE:

We offer a range of total rewards that may include paid time off, 401k, bonus / incentive eligibility, equity grants, competitive health benefits, and other family-friendly benefits, including parental leave. Kinder’s benefits vary based on eligibility and can be reviewed in more detail during the interview process. 

OUR RECIPE FOR BALANCE:

We believe great culture starts with people. We’re a people-first company built on connection, collaboration, and balance. Most of our work happens in the office to spark creativity and community, but we also offer flexibility so team members have the autonomy to work outside the office when needed to support their work-life balance and personal commitments.

WHERE EVERY INGREDIENT MATTERS:

Kinder's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need any accommodation during the application process or to perform these job requirements, please reach out to us at careers@kinders.com

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