Desktop Support Specialist

At WineDirect Fulfillment we offer a full range of Direct-to-Consumer services to wineries, including point-of-sale and order fulfillment. We have one clear goal, and that determines our focus each and every day – to be The Winery’s Champion. We do that through a strong culture of innovation and an unwavering focus on delivering the best to our customers. Our employees are friendly, passionate, hard-working, and most of all FUN!

POSITION SUMMARY:

The Desktop Support Specialist is responsible for providing technical assistance and support to employees across WineDirect Fulfillment's office and warehouse operations. This position ensures the effective operation of computer systems, hardware, software, mobile devices, and related technology infrastructure. The ideal candidate is a proactive, customer-focused IT professional with strong troubleshooting skills, excellent communication abilities, and the ability to resolve technical issues efficiently while minimizing operational disruptions.

WHAT YOU WILL BE DOING:

Technical Support and Troubleshooting

• Provide first- and second-level technical support to employees experiencing hardware, software, network, and system-related issues.

• Diagnose, troubleshoot, and resolve technical problems involving desktops, laptops, printers, scanners, mobile devices, and peripherals.

• Respond to IT support requests through the company's ticketing system, email, phone, or in person.

• Install, configure, maintain, and upgrade computer hardware, operating systems, and business applications.

• Support Microsoft Windows, Microsoft 365, Outlook, Teams, and other company-approved software.

• Troubleshoot basic network connectivity, VPN, Wi-Fi, and remote access issues.

• Escalate complex technical issues to appropriate IT personnel or external vendors. Warehouse and Operations Support

• Provide technical support for warehouse operations, including handheld barcode scanners, label printers, shipping stations, and workstations.

• Troubleshoot hardware and connectivity issues affecting warehouse management systems (WMS) and related applications.

• Coordinate with Operations teams to minimize downtime and ensure continuity of warehouse activities.

• Assist with the setup and maintenance of technology used in shipping, receiving, inventory management, and production areas.

• Support technology needs during peak operational periods, including seasonal hiring and increased warehouse activity. 450 Green Island Road, American Canyon, CA 94503 / Phone: 707.603.4000 IT Equipment and Asset Management

• Prepare, configure, and deploy computers, laptops, monitors, mobile devices, and other IT equipment for new employees.

• Coordinate IT onboarding and offboarding activities, including equipment setup, account access, and equipment recovery.

• Maintain accurate records of IT assets, equipment assignments, inventory, and software licenses.

• Perform routine hardware maintenance and coordinate repairs or replacements when necessary.

• Ensure proper disposal or recycling of outdated IT equipment in accordance with company policies. User Account Administration and Security

• Create, modify, and deactivate employee accounts and system access based on approved requests.

• Assist with password resets, multifactor authentication (MFA), and access-related issues. • Support Microsoft Entra ID / Active Directory and other user administration tools, as applicable.

• Follow established cybersecurity policies and procedures to protect company information and systems.

• Report suspected security incidents, phishing attempts, and unauthorized access concerns to the appropriate IT personnel.

• Assist with software updates, security patches, and endpoint protection activities. Documentation and Continuous Improvement

• Maintain accurate documentation of technical issues, troubleshooting steps, and resolutions.

• Develop and update IT procedures, knowledge base articles, and user guides.

• Identify recurring technical issues and recommend solutions to improve efficiency.

• Assist with IT projects, system upgrades, equipment deployments, and process improvements.

• Collaborate with other departments to ensure technology solutions support business needs.

WHO YOU ARE: Education and Experience

• Associate's degree in Information Technology, Computer Science, or a related field preferred; equivalent professional experience will be considered.

• Minimum of 2 years of experience in desktop support, IT help desk, or a similar technical support role preferred.

• Experience supporting users in a warehouse, distribution, manufacturing, or logistics environment is a plus.

• Experience with Microsoft Windows, Microsoft 365, and basic network troubleshooting.

• Familiarity with IT ticketing systems, endpoint management tools, and remote support applications.

• Knowledge of Active Directory, Microsoft Entra ID, and basic Cyber Security practices. • Experience with Microsoft Intune, Autopilot, PowerShell, Hyper-V and VMWare ESXi is a plus. 450 Green Island Road, American Canyon, CA 94503 / Phone: 707.603.4000

COMPENSATION & BENEFITS:

• Base Salary Range: $70,000.00 USD annually, plus eligibility for commissions and performance-based bonuses.

• This position is classified as Exempt under the Fair Labor Standards Act (FLSA) and California law.

• Eligible for company benefits including health, medical and vision insurance, 401(k) match, paid sick leave, paid family leave, vacation accrual, and other benefits consistent with California law.

• The company complies with all California pay transparency requirements.

Work Environment & Physical Requirements:

• This position requires the ability to work at a computer for extended periods of time Monday through Friday from 8 to 5.

• Occasional lifting of up to 40 pounds may be required.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to travel to our other facilities in state and out of state for multiple days at a time if necessary.

• Ability to be on call to support and troubleshoot potential outages after the normal shift is over, in the middle of the night and on weekends.

WineDirect Fulfillment is an equal opportunity employer.