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IT Help Desk Support Technician

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Jackson Family Wines is much more than a family owned wine company. We're risk-taking innovators with a strong belief that quality is paramount. We're always on the lookout for top talent -- individuals who possess a strong work ethic, commitment to quality and share our beliefs in healthy lands and a healthy community. In 2018, we were selected as one of the North Bay Business Journal's Best Places to Work for the fourth year running. 

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. 

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


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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