Position Summary:

Boisset Collection is looking for a Help Information Technology department. With several properties throughout the Napa Valley, you will support a diverse technology environment and assist our end-users with technology issues. From the executive to hospitality and production staff, you will interact with staff across all levels providing excellent support in a dynamic and fun environment. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests using a variety of diagnostic and help request tracking tools, both in-person and remotely. Our company is growing, presenting an excellent opportunity for an ambitious and motivated candidate to develop new technology skills.

Essential Functions:

•  Evaluate documented resolutions and analyze trends for ways to prevent future problems.
•  Field incoming help requests from end users via the IT ticketing portal, telephone, and e-mail in a timely manner and provide follow-up.
•  Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
•  Build rapport, elicit problems, and details and communicate effectively with end-users with various levels of computer knowledge.
•  Prioritize and schedule problems. Escalate problems when required by team leaders.
•  Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions that are taken up to the final resolution.
•  Apply diagnostic utilities to aid in troubleshooting.
•  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
•  Identify and learn appropriate software and hardware used and supported by the organization.
•  Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
•  Perform post-resolution follow-ups to help requests.
•  Provide basic end-user instruction and training for staff and new hires.
•  Weekend availability. This role will provide weekend coverage, therefore Saturday and Sunday will be regularly scheduled workdays. We will offer some flexibility with days off and possible remote work opportunities.

Qualifications:

•  Proven ability to manage effective business relationships and partnerships
•  Ability to work with teammates with various degrees of computer knowledge
•  Familiar with remote device management and strategies to support and secure devices
•  Awareness of security best practices and how they impact users
•  A sound understanding of customer service delivery in an IT environment and service management methodologies.
•  Ability to understand the organization's goals and objectives.
•  Exceptional written and oral communication skills.
•  Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
•  Strong documentation skills.
•  Ability to conduct research into a wide range of computing issues.
•  Ability to absorb and retain information quickly.
•  Ability to present ideas in user-friendly language.
•  Highly self-motivated and directed.
•  Highly organized with an eye for detail.
•  Ability to prioritize and manage multiple tasks on deadline.
•  Demonstrated ability to work effectively and flexibly in a rapidly changing, fast-paced environment.
•  Positive attitude and self-starter with the ability to forge relationships and add value to the IT team.
•  Passion for learning the wine business.
•  Ability to work harmoniously with co-workers and perform duties and responsibilities in a manner consistent with the company's value of exhibiting the highest quality standards in all endeavors.

Education & Experience

Required:

•  High School Diploma or GED
•  Previous experience with Windows 7/10 and Office 2010/2013/2016/Office 365
•  1 to 3 years of first-level support experience in a corporate or business environment.
•  Basic technical certification of some type highly desired, but not required (A+, Network +, CCNA, MCP)
•  Proven interpersonal skills and openness to new technologies.
•  Ability to thrive in a fast-paced work environment.
•  Experience with the Windows operating system including installation, configuration, and troubleshooting
•  Experience with hardware including laptop and desktop workstations, peripherals, and printers.
•  Windows Active Directory
•  Experience with an online helpdesk ticketing system
•  Understand basic networking fundamentals including TCP/IP, DHCP, DNS
•  Mobile device support (iPhone)
•  Wi-Fi configuration

Preferred:

•  1-3 years of experience working in a help desk environment.
•  Degree in computer science or relevant certification (CompTIA A+, MCSE, etc.)
•  Previous experience with VoIP solutions.
•  Previous experience in an Active Directory environment.
•  Previous experience with iPhone maintenance.

Physical Requirements/Work Environment
•  This is a very active role; work duties require the ability to lift up to 50lbs, stand for long periods of time, bend, & kneel.
•  Primarily in a well-lighted, heated, and/or air-conditioned indoor setting with adequate ventilation. This job operates in a wide variety of winery and office settings. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Moderate noise levels typical of public space: public conversations, telephones/cell phones, large groups.

Schedule and Travel Requirements
•  Set a weekday schedule, which may require seasonal overtime or overtime during outages.
•  Valid Driver's License and reliable form of transportation.

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