Sr. Help Desk Analyst

Req ID: 7095 

Department: Information Technology 

Status: Reg F-T Non-Exempt, Nonexempt  

Location: Lodi, California (US-CA)  

Workplace Location:  

Job Summary:

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.

Essential Functions:

The following reflects Trinchero Family Wine and Spirits definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

End User Support

• 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.

Service Desk, Documentation & Issue Management

• 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.

Systems, Equipment & Deployment Support

• 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.

Responsibility Level

• 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.

Qualifications:

Education & Experience

• 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 & Competencies

• 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