IT Support Specialist (Wine Jobs: Management & Administration)

  Vintage Wine Estates

  Santa Rosa, California

Vintage Wine Estates is a collection of vintner family-owned winery estates and brands based in Santa Rosa, California. We are an industry leader across all sales channels and dedicated to providing wine consumers with a range of wine selections from $10 to $150 dollars. Vintage Wine Estates is a dynamic, growing organization seeking an IT Support Specialist to join our team. Customer service is central in our culture, with focus on both our external and our internal customers. We value individuals with an entrepreneurial spirit who enjoy working with a professional, results-driven team in a collaborative environment. 

POSITION SUMMARY:

The IT Support Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. This position has weekend responsibility for Napa and Sonoma locations and may be required to drive to various locations for onsite troubleshooting.

MAIN DUTIES AND RESPONSIBILITIES:

•  Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

•  Responds to queries via email, in person or over the phone

•  Maintains daily performance of computer systems

•  Asks questions to determine nature of problem

•  Walks customer through the problem-solving process

•  Installs, modifies and repairs computer hardware and software

•  Cleans up computers

•  Resolves technical problems with Local Area Networks (LAN)

•  Installs computer peripherals for users

•  Follows up with customers to ensure issue has been resolved

•  Gains feedback from customers about computer usage

•  Runs reports to determine malfunctions that continue to occur

•  Performs various project work as assigned

REQUIRED SKILLS:

•  Ability to communicate technical information, both verbal and written, to a variety of end users

•  Strong organizational, problem-solving, and analytical skills

•  Ability to manage priorities and workflow

•  Ability to troubleshoot a variety of systems related issues and maintain security of the systems

•  Must be capable of working independently while managing multiple tasks at once

•  Ability to learn new systems quickly

QUALIFICATIONS:

•  BS in Computer Science, MIS, Information Technology, Project Management or similar

•  1+ years of experience

•  Excellent customer service skills

•  Must be experienced in standard office software including MS Suite, MS Windows, Adobe Suite, etc.

•  Experience with VOIP Phone Systems and Active Directory (create/manage users) desired

•  Experience with POS hardware preferred

•  Commitment to excellence and high standards

•  Must share company values: integrity, respect, value creation, compliance, customer focus 

•  Versatility, flexibility, and a willingness to work in an evolving environment with enthusiasm

PHYSICAL/MENTAL REQUIREMENTS:

•  This is a physical position which may require the transport of computer hardware, etc.

•  Must be able to bend, squat, climb, push, stoop and crouch repeatedly

•  Must be able to stand and walk for extended periods as required by job duties

•  Must be able to lift up to 40 pounds

•  Coordinate multiple tasks simultaneously

SCHEDULE REQUIREMENTS:

•  This is a full-time position with a Wednesday through Sunday schedule

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