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Form of workThe Duckhorn Portfolio is North America’s premier luxury wine company. We were established in 1976 by Dan and Margaret Duckhorn. Today, our portfolio features some of North America’s most revered wineries, including Decoy, Paraduxx, Goldeneye, Migration, Canvasback, Calera, Kosta Browne, Greenwing and Postmark.
The Help Desk Support Analyst II is responsible for helping maintain the overall technical infrastructure of The Duckhorn Portfolio 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 Senior Systems Support Manager who provides direction and guidance on a routine basis.
What we will ask you to do:
- Provide technical support services to employees across corporate locations and home users.
- Monitor and provide support for all IT related infrastructure to ensure maximum uptime and performance.
- Install, configure, and maintain PC, data servers, application software, etc., with future supportability always in mind.
- Track, manage, and assist with incoming support tickets.
- Understand the internal mechanics of all supported hardware devices while preparing to follow standard troubleshooting techniques and resolution procedures when failure or inconsistencies occur.
- Maintain healthy, positive working relationships with every employee of the company.
- Assist with audio and visual equipment support, conference room support, and event support.
- Participate in development of user training content and methods.
- Assist with documenting and enforcing compliance and security related projects.
- Occasional night and weekend work required.
What you will need:
- Associate degree in computer science, information systems or a closely related field.
- Four years’ experience in systems analysis, operating systems, network analysis and management, or similar field in a multi-platform information systems environment.
- Strong working knowledge of managing Microsoft Servers including 2008, 2012, 2016 Server, Exchange 2010, Office 365, IOS and all windows-based OS.
- Familiarity with Network environments and related services and protocols (DHCP, DNS, VLAN, WAN, LAN, UDP, IP, TCP, ICMP, VPN, NAT).
- Self-starter who can take initiative, work without supervision, and begin projects independently.
- Strong communication skills – capable of interacting with employees from every department and level of the organization.
- Strong analytical and problem-solving skills.
What we will provide:
- Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance
- Paid time off and 11 paid holidays
- A 401(k) plan where we invest an amount equal to 10% of your wages in your retirement account, at no cost to you, subject to management discretion and vesting
- A diverse team of coworkers that care about each other in a fun, exciting work environment
- A company that promotes from within, provides great training and a generous tuition reimbursement program
