Vintage Wine Estates is a family of wineries and wines whose singular focus is producing the finest quality wines and incredible customer experiences. With wineries throughout Napa, Sonoma, California’s Central Coast, Oregon and Washington State, we welcome you to our storied properties. And we cordially invite you to experience our wines, wherever you are, to enjoy with family and friends.

POSITION SUMMARY:

The IT Service Desk technician will be responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. This position has on call weekend responsibility and may be required to drive to other locations for onsite troubleshooting.

SALARY: $17.50/hour

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Responds to queries via email, ticketing system, in person or over the phone
• Maintains daily performance of computer and printing systems
• Asks questions to determine nature of problem
• Walks customer through the problem-solving process
• Follows up with customers to ensure issue has been resolved
• Installs, modifies and repairs computer hardware and software
• Installs computer peripherals for users
• Cleans, updates and maintains computers
• Runs diagnostic programs to resolve problems
• Resolves technical problems with Local Area Networks (LAN)
• Gains feedback from customers about computer usage
• Runs reports to determine malfunctions that continue to occur
• Performs various project work as assigned

REQUIRED SKILLS:

• Ability to communicate technical information, both verbal and written, to a variety of end users
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Ability to troubleshoot a variety of systems related issues and maintain security of the systems
• Must be capable of working independently while managing multiple tasks at once
• Ability to learn new systems quickly
• The ideal candidate will have intermediate to Advanced knowledge of:
  • Microsoft 365 Technologies
  • LAN/WAN environment
  • Currently supported Microsoft Windows server operating system versions
  • Monitoring tools, solutions and methodologies
  • Printers

QUALIFICATIONS:

• 1+ years of experience or equivalent educational experience
• Excellent customer service skills
• Must be experienced in standard office software including MS Suite, MS Windows, Adobe Suite, etc.
• Experience with VOIP Phone Systems and Active Directory (create/manage users) desired
• Experience with high speed enterprise printers preferred
• Commitment to excellence and high standards
• Must share company values: integrity, respect, value creation, compliance, customer focus
• Versatility, flexibility, and a willingness to work in an evolving environment with enthusiasm

PHYSICAL/MENTAL REQUIREMENTS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
• This is a physical position which may require the transport of computer hardware, etc.
• Must be able to bend, squat, climb, push, stoop and crouch repeatedly
• Must be able to stand and walk for extended periods as required by job duties
• Must be able to lift up to 40 pounds
• Coordinate multiple tasks simultaneously

Vintage Wine Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital or veteran status, or any other legally protected status.