Sr. Help Desk Analyst

Department: Information Technology – Lodi, California (US-CA) – Reg F-T Non-Exempt

About the role

The Senior Help Desk Analyst respectfully and professionally facilitates the daily operations of Trinchero Family Estates by supporting a broad portfolio of IT applications, deploying and maintaining end-user devices and business technologies, and resolving support needs in alignment with business timelines and service expectations.

Responsibilities

• Provide rapid response and resolution of support requests from TFE employees related to Windows workstations and laptops, network connectivity, VPN (Cisco), email (Outlook), portal (SharePoint), and other technologies.
• Troubleshoot hardware and software issues reported by TFE employees, including a large remote sales force.
• Assist users through multiple modes of communication, utilizing remote desktop and other technologies, as well as deskside support.
• Assist with user training and provide training materials or additional information to help increase overall productivity.
• Track all activities through the ServiceDesk Plus ITSM tool.
• Coordinate resources across IT during high-severity issues.
• Contribute to the technical document library (IT Glue), including developing procedures and knowledge articles for new issues or configurations.
• Drive solutions through to completion and manage expectations to avoid conflict or potential issues.
• Install IT equipment as needed, including desktops, laptops, printers, and related equipment.
• Deploy and track Windows 11 laptops, desktops, tablets, and virtual machines.
• Perform Active Directory administration.
• Perform Mobile Device Management administration through AirWatch.
• Provide project-based support to the department, including testing and deployment of new systems and procedures and creating technical documentation.
• Assist with special projects, including deployment of new technologies.
• Participate in an on-call scheduled rotation for after-hours support.
• Accept new or modified duties and perform them in a satisfactory and timely manner.
• Perform special projects as required.

Requirements

• Minimum of four years of experience providing end-user support.
• Direct experience supporting Windows 10/11 and Microsoft Office 365 in an Active Directory environment.
• Understanding and practical experience with VMware vSphere.
• Experience with enterprise-level endpoint products such as SentinelOne, Outlook, Teams, Microsoft Copilot, Druva, and SCCM.
• Valid California driver’s license with a clean record.

Skills

• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving skills with a client-focused and methodical approach to troubleshooting.
• Knowledge of commonly used concepts, practices, and procedures within the IT environment.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Ability to work independently and collaboratively in a fast-paced support environment.
• Accuracy, attention to detail, and ability to follow through are essential.
• Ability to organize, prioritize, and follow through on simultaneous tasks with minimal supervision.
• Ability to interact effectively with other departments within the winery as well as outside agencies, including vendors.
• Ability to conduct small projects and deployments without direct supervision.
• Ability to conduct business in a professional manner.
• Maintain a positive outlook and tone at all times, both within the IT department and with the broader user base.
• Customer service, communication, and patience are of paramount importance in meeting timelines, dates, and key priorities.

Working Conditions

• Extensive computer work.
• Occasional long and irregular hours.
• Office environment.
• Travel may be required to support operations at any TFE location.
• Frequent phone calls.
• Frequent deadline pressures that must be met under business-critical circumstances.
• Numerous projects in progress at any given time.

Pay

Salary Range: $38.20 - $45.00 per hour. The starting pay will be based on several factors, including but not limited to experience, training, education, and geographic location.

Benefits

• Comprehensive benefits package that includes medical, dental, vision, life insurance coverage, and disability benefits.
• Paid time off (PTO).
• Wellness programs and fertility and family building benefits.
• 401(k) plan where TFE may make a discretionary profit-sharing contribution.