Senior Help Desk Analyst

To respectfully and professionally facilitate the daily operations of the Trinchero Family Estates business through support of a large portfolio of IT applications; deployment and maintenance of end user devices and other business technologies, while meeting the timeline needs of the business.

Essential Functions:

Provide user support as part of a team, including but not limited to:

• Testing and deployment of new systems.
• Assist with user training.
• Assist users via multiple modes of communication utilizing remote desktop and other technologies as well as deskside support.
• Deploy and Track Windows 10 Laptops, Desktops, Tablets and Virtual Machines.
• Contribute to the technical document library. Develop procedures and knowledge articles for new issues or configurations.
• Participate in a On-Call scheduled rotation for after hours support.
• Perform special projects as required.
• Assist with special projects including the deployment of new technologies
• Provide project-base contribution support to the department, including but not limited to:
  • Testing and deployment of new systems.
  • Testing and deployment of new procedures.
  • Creating technical documentation.
• Creating technical documentation.
• Coordinate resources across IT during high severity issues.
• Rapid response and resolution of support requests by TFE employees as it regards to Windows workstations and laptops, network connectivity, VPN (Cisco), email (Outlook), portal (SharePoint) and other technologies.
• Install IT equipment as needed, including servers, switches, desktop, laptops, printers, etc.
• Track all activities through the Helpdesk management system.
• Proactively test and implement service packs and hotfixes as necessary.
• Active Directory administration.
• Testing and deployment of new procedures.
• Provide training materials and any additional information to TFE employees to help increase overall productivity.
• Accept new or modified duties and perform them in a satisfactory and timely manner.
• Troubleshoot hardware and software issues as reported by TFE employees including a large remote sales force.

• Ability to organize, prioritize and follow through on simultaneous tasks with minimal supervision.
• Ability to conduct business in a professional manner.
• Drive solutions through to completion and manage expectation to avoid conflict or potential issues.
• Accuracy, attention to detail, and the ability to follow through essential.
• Ability to conduct small projects and deployments without direct supervision.
• Positive outlook and tone to be used at all times, both internal to IT Department Employees and to broader User Base as well.
• Customer Service, communication and patience is of paramount importance with regard to meeting timelines, dates, and key priorities.
• Ability to interact effectively with other departments within the winery as well as outside agencies (i.e., vendors).

Qualifications:

• Knowledge of commonly used concepts, practices, and procedures within the IT environment.
• Valid California driver’s license with a clean record.
• Strong analytical, organizational, and problem-solving skills with client focus and methodical approach to troubleshooting.
• Excellent written and verbal communication skills.
• Direct experience supporting Windows 10, Microsoft Office 2010/2013/2016 and Office 365 in an Active Directory environment.
• Experience with enterprise level endpoint products such as Symantec, Outlook, Druva, SCCM.
• Understanding and practicle experience with VMware vSphere.
• Minimum 4 years of experience providing end user support.
• Excellent written and verbal communication skills.

Working Conditions:

• Numerous projects in progress at any given time.
• Occasional long and irregular hours.
• Office environment.
• Frequent deadline pressures that should be met under any circumstance.
• Extensive computer work
• Frequent phone calls.
• May be required to work at any of TFE’s locations.

Salary Range: $35.25 - $43.05

The starting pay will be based on several factors, including but not limited to experience, training, education, and geographic location. TFE offers a comprehensive benefits package that includes medical, dental, vision, life insurance coverage, disability benefits, PTO, wellness programs and fertility and family building benefits. We also provide a 401(k) plan where TFE may make a discretionary profit-sharing contribution.

Trinchero Family Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Trinchero Family Estates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.