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Help Desk Support Analyst

Duckhorn Wine Company

St. Helena, CA

Job Description:

Duckhorn Wine Company has helped set the standard for American fine wine for almost four decades. Founded with the launch of Duckhorn Vineyards in 1976, the Duckhorn Portfolio has evolved to include Goldeneye, Paraduxx, Migration, Decoy and Canvasback, and features a unique structure that includes six dedicated winemakers. Combining more than 600 acres of acclaimed estate vineyards in California’s Napa Valley, Sonoma County, Anderson Valley and Washington State’s Red Mountain, with grapes from the finest growers, each winery has its own focused winegrowing program from which to make its wines. Duckhorn Wine Company wines are available throughout the United States, on five continents, and in more than 45 countries.

SUMMARY: The Systems Support Associate is responsible for helping to maintain the overall technical infrastructure of Duckhorn Wine Company and service the technology needs of its users. The scope of supported equipment spans the entire technology spectrum of the business: Servers, PCs, Printers, Telecommunication Systems, Application Software and Voice/Data Networks. This position works closely with the Information Technology Director who provides direction and guidance on a routine basis.


Provides technical support services to employees spread across our corporate locations– as well as remotely connected Home Office users/travelers, each of them having their personalized configurations and situations.
Monitor and provide support for all IT related infrastructure to ensure maximum uptime and performance.
Installs configures and maintains PC, Data Servers, Application Software, etc. with future supportability always in mind.
Track, manage and assist with incoming support tickets
Understands the internal mechanics of all supported hardware devices while preparing to follow standard troubleshooting techniques and workaround/resolution procedures when failure or inconsistencies occur.
Maintains healthy, positive working relationships with every employee of the company.
Travels between locations frequently.
Audio Visual Equipment support, Conference Room and Event support
Maintain Desktop and Laptop Imaging Process, image and deploy new hardware
Tracks and manages information technology assets including software, hardware, and peripherals.
Manages and assists with incoming support tickets
Serves as a project team member and lead on assigned projects.
Assists with IT equipment procurement.
Assists with vendor relations as needed
Participates in the development of user training content and methods
Works with top tier IT groups to resolve technical problems
Assists with documenting and enforcing compliance related projects
Assists with documenting and enforcing security related projects

Microsoft technical certifications a plus
IT related certifications a plus
Hands-on knowledge mail environments Exchange and Office 365
Familiarity with Networks environments and related services and protocols (DHCP, DNS, VLAN, WAN, LAN, UDP, IP, TCP, ICMP, VPN, NAT)
Familiarity with VMware or virtualization environments
Familiarity with Avaya IP Office or telephony related experience (Digital, Analog, IP, SIP)
Experience in a business environment centered around core Microsoft software; Strong working knowledge of managing Microsoft Servers including 2008, 2012, 2016 Server, Exchange 2010, Office 365 and all windows based OS
Good communication skills, capable of dealing with employees from every department and level of the organization. Good people skills required.
Natural problem-solving skills focused on finding quality resolutions in a timely and cost-effective manner.
Experienced with Active Directory and Domain management
Service-oriented personality, positive attitude, passion for technology.
Power Shell experience is a plus
Hands-on knowledge of iOS and Android device
Proven ability to troubleshoot and resolve a wide range of hardware or software issues
Must be available for on-call support of 24x7 operation rotation and work off-hours as needed.
Must have clean DMV driving record and be able to drive long distances as needed to the various sites.
An Associate's Degree in computer science, information systems or a closely related field and four (2) years' experience in the fields of systems analysis, systems analysis, operating systems, network analysis and management or similar field in a multi-platform information systems environment.


Able to lift and carry up to 50 lbs.
Able to walk up and downstairs frequently
Able to bend, kneel, push and pull
Able to withstand various temperature changes

Duckhorn Wine Company offers a highly competitive and comprehensive compensation and benefits package. Please respond with resume, letter of introduction and salary requirements.

Additional Information:

Job Posted:
Monday, November 13th
Type of Work:
Full Time
Salary Information: