IT Help Desk Support Technician

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Santa Rosa, CA, United States

Voted one of the North Bay Business Journal’s Best Places to Work in 2016! Jackson Family Wines is a family-owned company based in Santa Rosa, California.  We oversee all the wine production and marketing for the Jackson family, including such well-known wine brands as Kendall-Jackson, La Crema, Murphy-Goode, Matanzas Creek, Cardinale, Stonestreet, Verite, Arrowood, Freemark Abbey, Cambria, and Byron.  The family owns thousands of acres of prime vineyard land in California, as well as wineries and vineyards in Oregon, Australia, Chile, France, Italy, and South Africa.  The family also owns many other wine industry businesses, including a barrel maker, and distribution companies.

We are looking to add a talented, motivated, and driven individual to our dynamic IT Help Desk team.  A successful candidate is someone who easily learns new technology, is inquisitive and people oriented.  People in this position typically move up to more challenging roles within the company after some time. This is a temporary position with the potential to become regular full-time. 

Our Ideal Candidate

  • Is someone who loves working with people
  • Prides himself or herself in providing excellent customer service
  • Is outgoing, positive, and patient
  • Is tech-savvy—great with computers, printers, tablets, and smart phones
  • Is a great team player
  • Is willing to learn on the job

Position Summary Works on the Information Technology Help Desk and gives level one and two technical support to users by phone and deskside.

Essential Duties and Responsibilities

In addition to the following duties and responsibilities, others may be assigned:

  • Deployment of equipment to remote sites; traveling within a 50 mile radius
  • Receive, record, and resolve support requests via phone calls and e-mails to the Help Desk
  • Using troubleshooting best practices to isolate root cause of issues; resolving or escalating accordingly
  • Installing, configuring, and troubleshooting Microsoft and Mac OS and various applications
  • Building and configuring desktop and laptop computers
  • Data transfer and system cloning
  • Working within a team environment and cooperating with other IT departments
  • Supporting company-wide IT updates and upgrades
  • Administering basic training of IT-supported hardware and software to users
  • Must be able to work a 9-hour shift between the hours of 6:00 AM and 6:00 PM, Mon – Fri

Qualifications

To perform this job successfully, an individual must have demonstrated experience in each essential duty.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions.

Education and Experience

  • Help Desk, call center, or equivalent customer support experience
  • High-level of interpersonal communication skills
  • Ability to react in a professional manner and keep composure in difficult and stressful situations
  • Two years IT or customer support experience preferred
  • CompTIA A+ and Network+ certification preferred

Required Working Knowledge and Experience

  • Experience supporting Windows 7; Windows 8 and 10 experience preferred
  • Advanced experience with Microsoft Office 2013; Office 2016 experience preferred
  • Application or system experience in the following preferred:
    • Windows Active Directory
    • Microsoft Office 365
    • Wide area and local area networks
    • Client/Server software

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