Help Desk Support Analyst Ii

**SUMMARY**: The Help Desk Support Analyst II is responsible for helping to 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.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Provide technical support services to employees spread across our corporate locations - as well as remotely connected home office users/travelers, each of them having their personalized configurations and situations
- 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
- Must be able to provide Remote Support based on East Coast time zone
- 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 workaround/resolution procedures when failure or inconsistencies occur
- Maintain healthy, positive working relationships with every employee of the company
- Audio Visual Equipment support, Conference Room, and Events support
- Maintain Desktop and Laptop Imaging Process, Image and Deploy new hardware
- Track and manage IT assets including software, hardware, and peripherals
- Serve as a project team member and lead on assigned projects
- Assist with IT equipment procurement
- Assist with vendor relations as needed
- Participate in the development of user training content and methods
- Work with top tier IT groups to resolve technical problems
- Assist with documenting and enforcing compliance and security related projects
- Natural problem-solving skills focused on finding quality resolutions in a timely and cost-effective manner.

**QUALIFICATION REQUIREMENTS**:

- An Associate Degree in computer science, information systems or a closely related field
- Four years’ experience in the fields of systems analysis, operating systems, network analysis and management, or similar field in a multi-platform information systems environment
- Experience with Active Directory and Domain management
- Experience with video conferencing systems
- Microsoft technical certifications a plus
- IT related certifications a plus
- Hands-on knowledge of mail environments, Exchange, and Office 365
- Familiarity with Network environments and related services and protocols (DHCP, DNS, VLAN, WAN, LAN, UDP, IP, TCP, ICMP, VPN, NAT)
- Familiarity with virtualization environments
- Familiarity with Voice Over IP or telephony related experience (Digital, Analog, IP, SIP)
- Strong working knowledge of managing Microsoft Servers including 2008, 2012, 2016 Server, Exchange 2010, Office 365, IOS and all windows-based OS
- Strong communication skills - capable of dealing with employees from every department and level of the organization.
- Self-starter who can take initiative, work without supervision and begin projects independently
- Service-oriented personality, positive attitude, passion for technology
- Strong analytical and problem-solving skills
- Occasional night and weekend work required
- Experience with Cloud ticketing system - Samanage
- Excellent documentation skills and procedural development capabilities required
- Natural problem-solving skills focused on finding quality resolutions in a timely and cost-effective manner
- Experience with compliance related audit associated to technology (SOX, ISO, PCI)
- Power Shell experience is a plus
- Hands-on knowledge of iOS and Android devices, including an MDM third party solution
- Proven ability to troubleshoot and resolve a wide range of hardware or software issues

**PHYSICAL REQUIREMENTS**:

- Ability to lift up to 45 lbs.
- Ability to travel throughout Napa and Sonoma Counties
- Ability to drive - must have good driving record
- Ability to pull, push, kneel, bend