Help Desk Support Tech Ii

Description

O'Neill Vintners & Distillers is a proud member of the B Corp Certified community and one of the fastest-growing wineries in California. With operations in Larkspur, Parlier/Reedley, and Paso Robles, CA, we were founded with a simple idea from our founder, Jeff O'Neill: that great wines should be enjoyed by all. We believe those wines must be of exceptional quality centered around our core belief that doing the right thing for our employees, consumers, partners, and the planet is key to a sustainable future. Our award-winning portfolio of brands delivers on our core values, meeting consumers where they are. These brands include Line 39, Harken Chardonnay, Rabble Wines, Charles Woodson's Intercept, FitVine Wine, Robert Hall Winery, Allegro Cellars, BrandyLab, and Javelin Vodka.

The Help Desk Support Tech II will support the stable operation of the in-house computer network and provide technical support to O'Neill's internal staff and business partners. This includes but is not limited to planning, installing, and maintaining network and end-user hardware, ensuring minimal downtime. The Help Desk Support Tech II will also diagnose, resolve, and document network and end-user problems promptly and accurately, owning the Help Desk. This includes escalating incidents when considered appropriate and necessary to maintain SLA (service level agreements) expectations. Problem resolution may involve diagnostics and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level. The ideal candidate will have a solid foundation in IT support, an understanding of networking principles, and practical experience with Microsoft Azure. 

DUTIES AND RESPONSIBILITIES:  

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. 

Key Responsibilities:  

Strategy & Planning

• Alert team to emerging trends in incidents. 
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. 
• Prepare and ensure the accuracy of IT documentation.  

Acquisition & Deployment

• Deploy pre-packaged software using distribution tools and processes as defined by IT processes and SLAs. 
• On-board/off-board personnel as it relates to IT systems. 
• Oversee installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices. 
• Support development and implementation of networking projects and new technology installations. 
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. 

      Operational Management

• Provide primary technical support for hardware, software, and network issues. 
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, and other software applications. 
• Manage (Create, Update, Delete) user accounts and permissions in Active Directory and Azure Entra ID. 
• Monitor and maintain network infrastructure, including switches, routers, and firewalls, to ensure optimal performance and security. Ensuring that all hardware and infrastructure is in working condition. 
• Escalate incidents with accurate documentation to suitable technicians when required. 
• Build rapport and elicit problem details from service desk customers. 
• Record, manage, and document Help Desk issues, from intake to final resolution.  
• Test fixes to ensure an incident has been adequately resolved.  
• Enforce IT hardware/software standards and operational processes  
• Maintains inventory records of equipment and hardware and maintenance records to satisfy asset management guidelines. 
• Assist in maintaining end-user workstations and equipment, including preventive maintenance.  
• Research solutions through internal and external knowledgebase as needed. 
• Identify and learn appropriate software and hardware used and supported by the organization. 
• Enforce SLAs (service level agreements) to manage end-user expectations. 
• Collaborate with the IT team to develop and maintain IT documentation, policies, and procedures. 
• Participate in the planning and executing of IT projects, including system upgrades, migrations, and new implementations. 
• Provide guidance and support for end-users on IT best practices and the use of IT resources. 
• Participate in audits to ensure compliance with IT policies and security standards. 
• Stay current with the latest technologies and trends in IT support and cloud services. 
• Provide suggestions for continual improvement. 
• Perform other related duties as assigned to meet the organization's ongoing needs. 

Requirements

QUALIFICATIONS:  

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.? 

• 2+ years of experience in IT support or a related role, with a proven record of resolving complex technical issues. 
• Strong knowledge of networking principles and experience managing network devices (switches, routers, firewalls). 
• Hands-on experience with Microsoft Azure, including Azure Entra ID/ Active Directory. 
• Proficiency in Windows operating systems, Microsoft 365, and Active Directory management. 
• Knowledge of Mac OS, iPad OS, and iOS is desired but not required.  
• Excellent problem-solving skills and the ability to think critically. 
• Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. 
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Azure Administrator Associate) are highly desirable. 
• Strong customer service background and orientation with excellent written and verbal communication skills and the ability to present ideas in user-friendly language. 
• Ability to resolve issues professionally. 
• Strong organizational and interpersonal skills 
• Versatility, flexibility, and a willingness to work within constantly changing priorities 
• Ability to research emerging issues, trends, and products as required. 
• Highly self-motivated, directed, and willing to learn. 

Cultural Behaviors:

O'NEILL team members are Forward Thinkers, Hard Workers without Drama, and Friendly Problem Solvers who work as One Team to Always Deliver. 

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:  

• Sit and stand for prolonged periods. 
• Perform some repetitive motion activities. 
• Coordinate multiple tasks simultaneously. 
• Lift, move, and stack boxes up to 60 lbs. 

WORK ENVIRONMENT: 

• Work is performed in offices, warehouses, and outdoor environments. 
• Travel Expectations: 10%