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Desktop Support Technician - Tracy, CA

Company: The Wine Group
Job type: full-time
Category: Information Technology and Services

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Job description

Established in 1981 The Wine Group (TWG) is a privately-held, management-owned company with a portfolio of leading brands, including Cupcake, Concannon, Benziger, Imagery, Chloe, Franzia, and many other brands.

The Wine Group is one of the top leaders in the wine industry. As a privately held management-owned company with 14 wineries in California, New York, and Australia, we thrive to win with exceptional people who share our values. We produce many well-known brands including Franzia, Cupcake, Chloe, Flip Flop, Save Me San Francisco, Insurrection, Concannon, Benziger and Imagery. We are a successful company looking to employ talented individuals on our team who are self-motivated, positive and energetic. If this sounds like you, we encourage you to apply!


As a Desktop Support Technician, your primary mission will be to work with your team to maintain, grow, and troubleshoot the internal systems that keep our business going. Responsibilities will range from new hire setup, desktop support, work on infrastructure and customer facing projects. Good communication skills, enthusiasm, and aptitude at independent problem solving are a must.

The Desktop Support Technician will provide Tier 2/Tier 3 technical support and the troubleshooting of customer's advance technical issues. This includes troubleshooting and resolving issues regarding LAN issues, application issues, server, AS/400 devices, desktop issues, proprietary applications, mobile devices, and PC support in a Windows environment.

Work with multiple departments and be highly collaborative internally to provide exceptional customer service with a sense of urgency working closely with others to coordinate support.


Troubleshoots computer hardware and software including but not limited to desktops, laptops, MACs, cash registers, Microsoft software, Adobe software.
Troubleshoots server/client applications and basic TCP/IP communications problems. May prepare status report and update management accordingly.
Analyses , laptop and systems performance indicators to ensure system(s) are operating efficiently.
Configures, documents, upgrades, repairs and/or decommissions and laptop computer hardware following standard operating practices.
Receives and responds to service requests and problems in a customer service oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems. Notifies customers of the status of issues as appropriate. OTHER FUNCTIONS

Performs computer customer requirements/needs analysis and coordinates and oversees the implementation and usage of various computer tools. Educates customers in a respectful and considerate manner, developing and maintaining relationships with customers.
Performs inventory of installed hardware and software components to ensure that records are accurate and updated.
Maintains media presentation equipment and coordinates and assists end users with conference room equipment setup/disassembly as necessary.
Procures, tracks and maintains company software, purchase records and usage to ensure licensing compliance. Maintains IT software license database and audits installed computer base to verify the accuracy of license database records. Ensures software media and site licenses are secured within the information systems department.
Relocates and sets up computer devices and phones. This includes moving data and voice lines within patch panels in communications closets.
Work with System Engineers and IT Management on technological project, providing technical assistance including but not limited to infrastructure deployments, customer training, and production support documentation creation.
This job description reflects management's assignment of essential functions; it does not restrict the tasks management needs to be accomplished QUALIFICATIONS

Bachelor's Degree in Computer Science or a related field. An MCSE certification is preferred.
Work Experience or Related Experience: 2 - 4 years' experience providing support in the following areas: desktop, server, network, Microsoft applications, systems and phone maintenance and experience with Active Directory and Exchange administration.
Specialized Knowledge, Skills and Abilities: Good communication (both written and verbal) and interpersonal skills are required. The ability to interact and collaborate effectively with team members, technical staff, vendors and internal customers as described is required. A strong customer service orientation is essential. Good attention to detail and ability to multitask. Good organizational and time management skills are required as is the ability to perform work with little direction and work on multiple projects simultaneously.
Additional Qualifications: Working knowledge of the following operating systems, software packages and programs are required: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016 Suite, Office 365, Microsoft Exchange and Active Directory administration, Dell desktops and laptops, Surface Pro Tablets, Symantec AntiVirus, LAN, WAN, DNS, DHCP, IIS, disk encryption software, WatchGuard VPN Client, Network connectivity troubleshooting
Preferred working knowledge of Microsoft Windows 8/2012/10, VMWare vCloud 5.x, Veeam Backup, EMC storage, Dell storage, SharePoint 2016, Skype for Business Service, MACs.
Support and model all company procedures and policies
Embrace and demonstrate The Wine Group's Values: Long-Term Sustainable Value Creation, Relentlessly Entrepreneurial, Empowered People, Responsible and Trustworthy. PHYSICAL DEMANDS

Must have the ability to stand, sit, stoop, bend and reach to perform work on applications as described.
Must be able to lift and move material weighing up to 35 lbs., and function in an environment with constant interruptions.
The nature of this job requires considerable walking as well as exposure to electricity and electronic equipment.

See Job Description

Category: Technology , Keywords: Help Desk Technician

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