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Form of workSummary:
Provides a variety of technical support and on-site field technician services for Jackson Family Wines in Oregon locations. Role seeks an experienced Support Analyst to work under the direction of the Help Desk Manager or other supervisory personnel in Oregon locations. Provides exceptional customer service and works closely with end users in person and remotely. Responds to Help Desk Support inquiries via remote tools, in-person, phone, chat, and on-site visits when necessary. Using online support tools to resolve technical issues related to applications, equipment, and services. Technical support includes working on laptops, mobile devices, tablets, software, copiers, printers, and others. In addition, assist with various project initiatives, primary related to Oregon company locations. Diagnoses problems through analysis, established procedures, testing scenarios, and interacting with escalations teams. Performs tracking and documentation by entering details into the company's service desk software. Responsible for assisting in the development of documents, validating as directed, unit testing, and reporting.
Essential Duties and Responsibilities.
In addition to the following duties and responsibilities, others may be assigned:
· Office in Oregon location McMinnville, to take calls/troubleshoot with onsite support in the vicinity, supporting company tasting rooms and wineries. May involve traveling to corporate headquarters, Santa Rosa CA. periodically. This is a new company individual required to lead regional support, a natural self-starter and solution-oriented mindset.
· Responds to Tier I/II level support service requests using remote tools, in-person, phone, chat, and on-site visits, and monitors their status through resolution.
· Installs, configures, tests, maintains, monitors, and troubleshoots end-user networked peripheral devices, laptops, workstation hardware, and networking hardware products in person.
· Install, update, and troubleshoot various company-managed software in a Microsoft O/S environment on-site.
· Responsible for accurately preparing and maintaining all records associated with the work performed, including work orders, support tickets, and e-mail communications.
· Ability to quickly research solutions to new and unfamiliar technical problems and update the internal knowledgebase with issue resolution details.
· Train end users on new equipment and software on-site.
· Receive and record support requests via phone calls, e-mails, and on-site interactions to the Help Desk.
· Ensure the highest level of customer satisfaction by prioritizing support calls, troubleshoot, analyze, and resolve as quickly as possible, both remotely and on-site. Effectively escalate to the appropriate team when resolution is not clear.
· Respond to user status inquiries on support calls and accurately update tickets daily
· Open-minded and engaged in finding innovative ways to better work as a team, both remotely and on-site.
· Regularly contribute content to the knowledge base through documentation of solutions.
· Must be able to work between the hours of 6:00am – 6:00pm, Mon-Fri, and provide on-call and weekend support as needed, including on-site visits.
· Ability to travel independently between company facilities, offices, and client sites using own or company-provided vehicle. Valid driver's license required.
Qualifications: To perform this job successfully, an individual must be prepared to learn or have demonstrated relevant experience in each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience:
· Four years of technical support and/or on-site field technician experience; or relevant education. Degreed or related education can contribute to experience.
· Industry certification preferred.
· Help Desk, hotline, or equivalent customer support experience.
· Ability to respond in a professional manner and maintain composure in difficult and stressful situations.
· High-level interpersonal communication skills.
Working knowledge and experience in the following is desired:
· Operating systems: Windows 10, 11, Server, macOS, iOS, Android.
· Computing devices such as Laptops, Desktops, etc., as well as Mobile devices such as Smart Phones, Tablets, etc.
· Microsoft Office 365 (Outlook, Word, Excel, and PowerPoint).
Applications and Systems experience preferred:
· Basic Networking: LAN/WLAN, VPN.
· Service Desk tracking software, remote desktop troubleshooting tools, etc.
· Point of Sale (POS) devices and software.
· Imaging software.
Communication skills and problem solving:
· Ability to clearly write and speak the English language. Bilingual English and Spanish is a plus.
· Ability to read and understand technical documents relating to computers, operating system software, application software, hardware, and networks.
· Ability to use common sense to follow detailed instructions.
· Ability to figure out problems that involve real or fictional scenarios.
The employee must be able to lift and/or move equipment weighing up to 50 pounds.
Pay Range:
$24.18 - $30.61 - $37.04 per hour
Benefits:
- Health insurance – medical, dental, vision, disability & life insurance
- 401k with employer match
- Vacation accrual; 12 paid holidays; 72 hours for Health & Wellness
- Learning & Development opportunities
- Wine discounts!
At Jackson Family Wines, we respect, celebrate, and take pride in each other’s differences. Together we nurture a culture that embraces fairness, acceptance and belonging. We believe that diversity, equity, and inclusion drive our best innovation, enrich our employees, and connect us to our customers and global community. We aspire to evolve in our commitment for a better future and one that is rooted for good.
This job requisition and salary range are effective as of January 1st, 2023. All company job requisitions prior to January 1st, 2023 are null and void.
