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 2024, we were selected as one of the North Bay Business Journal's Best Places to Work for the tenth year running.

POSITION SUMMARY:

We are seeking an IT Support Technician to join the team under the guidance of the Help Desk Manager. This role is ideal for candidates passionate about technology and eager to learn. The successful candidate will provide exceptional customer service, assisting end users both in person and remotely. Using modern online support tools, they will help resolve technical issues related to applications, equipment, and services. The work will involve laptops, mobile devices, tablets, software, copiers, printers, and more. Additionally, there will be opportunities to assist with various projects and learn from experienced team members. This position is onsite at our Santa Rosa, CA offices.

ESSENTIAL FUNCTIONS/DUTIES:

In addition to the following duties and responsibilities, others may be assigned:
•  Respond to Tier I/II support service requests using remote tools, in-person, phone, chat, and on-site visits.
•  Install, configure, test, maintain, monitor, and troubleshoot end-user devices and networking hardware.
•  Install, update, and troubleshoot various software in a Microsoft O/S environment.
•  Accurately prepare and maintain records associated with work performed, including work orders and support tickets.
•  Research solutions to new technical problems and update the internal knowledgebase.
•  Train end users on new equipment and software.
•  Receive and record support requests via phone calls, e-mails, and on-site interactions.
•  Prioritize support calls and escalate issues to the appropriate team when necessary.
•  Regularly contribute content to the knowledge base by documenting solutions.
•  Work between the hours of 6:00 am - 5:00 pm, Mon-Fri.
•  Participate and provide after-hours on-call support as part of a rotating schedule.
•  Travel independently to provide on-site support as needed, between company facilities, offices, and client sites using their own or company-provided vehicle. Valid driver's license required.

JOB REQUIREMENTS:

To perform this job successfully, the candidate should be eager to learn and develop their skills. The following qualifications are desired but not all are required:

Essential Skills
•  Some technical support or customer service experience is preferred.
•  Relevant education in IT or a related field is a plus.
•  Industry certification (or a willingness to obtain one) is a plus.
•  Ability to maintain composure in stressful situations.
•  Strong interpersonal communication skills.

Desired Knowledge and Experience
•  Operating systems: Windows 10, 11, macOS, iOS, Android.
•  Computing devices such as laptops, desktops, and mobile devices.
•  Microsoft Office 365 (Outlook, Word, Excel, and PowerPoint).

Preferred Applications and Systems Experience
•  Basic knowledge of networking: LAN/WLAN, VPN, etc.
•  Familiarity with SaaS (browser-based) software and cloud applications.
•  Experience with Point of Sale (POS) devices and software is a plus.

Communication Skills and Problem Solving
•  Clear written and verbal communication in English.
•  Bilingual in English and Spanish is a plus.
•  Ability to read and understand technical documents.
•  Ability to follow detailed instructions and solve problems logically.

Physical Requirements:
•  Ability to lift and/or move equipment weighing up to 50 pounds.

Work Environment
•  The noise level in the work environment is usually moderate.

WAGE TRANSPARENCY: The base pay for this role ranges from $25.51- $34.00 per hour. Compensation will be determined by candidate experience, skills, and location.

BENEFITS:
•  Health Benefits - Medical, Dental, Vision, Disability & Life insurance
•  401k with employer match
•  Generous time off including vacation, holidays, and paid health time
•  Paid volunteer time
•  Learning & Development opportunities
•  Modern Health virtual mental health & coaching visits
•  Wine discounts!

Jackson Family Wines is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.