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Help Desk Support Analyst

Duckhorn Wine Company

Hopland, CA

Job Description:

SUMMARY: The Help Desk Support Analyst 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
•  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.
•  Travel 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.
•  Manage and assistance with incoming support tickets
•  Serve as a project team member and lead on assigned projects.
•  Assist with IT equipment procurement.
•  Assist with vendor relations as needed
•  Participates in the development of user training content and methods
•  Work with top tier IT groups to resolve technical problems
•  Assist with documenting and enforcing compliance related projects
•  Assist with documenting and enforcing security related projects
•  Natural problem-solving skills focused on finding quality resolutions in a timely and cost-effective manner.
•  Experienced with Active Directory and Domain management

QUALIFICATION REQUIREMENTS:
•  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.
•  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 a good 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.

PHYSICAL REQUIREMENTS:
•  Able to lift and carry up to 50 lbs.
•  Able to walk up and down stairs frequently
•  Able to bend, kneel, push and pull
•  Able to withstand various temperature changes

Additional Information:

Job Posted:
Thursday, March 14th
Type of Work:
Full Time
Salary Information:
DOE