Help Desk & Systems Engineer

Domain HWH, a family winegrowing endeavor built to last for generations, is part of Pacific Union Co. The Domain has evolved through the decades and comprises three Napa Valley properties that form its pillars: Harlan Estate, founded in 1984; BOND, founded in 1996; and Promontory, founded in 2008. The Mascot—a wine made from the younger vines of the three estates—was established in 2012. Each of these undertakings is dedicated to the understanding of our land, and to faithfully translating the respective characters of the individual properties into their wines.

Highly skilled and results-oriented Network and Systems Engineer with extensive experience in planning, deploying, securing, and optimizing network systems and server infrastructure. Proven ability to provide exceptional user support and maintain operational readiness in fast-paced environments, contributing to the overall success of the organization.

Essential Duties And Responsibilities

The following reflect definition of essential functions for the job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities at any time.

User Support (>60%)

• Provide technical support to our users, troubleshooting hardware, software and associated network devices (VOIP phones, laptops, printers, iPhone, iPad, and more)
• Deploy and configure hardware and software solutions for end-users, ensuring optimal system performance for computers and mobile phones.
• Welcome, onboard and orient new users regarding the company computing environment
• Evaluate hardware and software operational status and report significant findings.
• Document all support resolutions in IT support tracking software.
• Analyze the training need of users and recommend training curriculums and end-users that would benefit most from IT training. Lead internal training session if relevant. Assess user training needs, create custom training programs, and deliver internal sessions to improve team IT literacy.
• Maintain current technical expertise in rapidly changing technology and utilize state-of-the-art techniques when implementing personal computing solutions.
• Assist in the development and enforcement of IT policies and procedures.
  
  

Server Support (

• Design, install, maintain and secure servers, both in OS and virtualization layers.
• Administer, monitor and resolve any issues related to switches, routers, WAPS and Firewall.
• In the absence of the System Engineer, administer, support, and maintain the Servers (hardware, OS, utilities).
  
  

Network and Telecommunication Support (

• Design, implement and maintain secure network infrastructures and firewalling.
• Administer, monitor and resolve any issues related to switches, routers, WAPS and firewalls.
• In the absence of the Network Engineer, administer, support, and maintain the WAN, LAN, WLAN, and VOIP.
  
  

Non-essential Duties And Responsibilities

• Manage a weekly Tips & Tricks communication to enhance users’ computing knowledge across the organization.
  
  

Qualification Requirements

• Excellent technical skills with Information Systems and at least 5 years of hands-on experience using diverse types of hardware and software.
• Experience in a business environment centered around core Microsoft technologies and supporting users.
• Deep working knowledge of Office 365, Office 365 administration, Exchange online, Teams for business, Windows 10/11 Pro, Mac OS and iOS.
• Knowledge of Active Directory, Windows Server, TCP/IP and DHCP, internal DNS, and printing management, CISCO, SonicWall and Ruckus technologies.
• Experience supporting a small-medium sized user community preferred.
• Natural problem-solving skills focused on finding quality resolutions for both the present AND the future.
• Good communication skills capable of dealing with employees from every department and level of the organization.
• Service-oriented mindset and a positive attitude with a passion for technology and continuous learning.
• Must possess good follow-up and follow through skills.
• Must be a team player, willing to support the team where needed.
• Ability to handle high pressure situations with grace and remain calm while managing multiple projects or last-minute requests.
• Must have good driving record and be able to drive as needed to the various sites.
• Related technical certifications a plus.
• Bilingual (English/Spanish) and able to provide support to diverse teams a plus.
  
  

Physical Requirements

• Able to lift up to 50 lbs.
• Sit for extended periods.
• Able to walk up and downstairs frequently.
• Able to bend, kneel, push, and pull.
  
  

What We Offer

• Health benefits for you and your family, including medical/dental/vision additional health benefits include life, long term disability, FSA or HSA and 401(k)
• Vacation and sick time along with 10 paid holidays and annually designated employee appreciation days
• A diverse team of coworkers that care about each other in a fun, exciting work environment
  
  

Pay Transparency Disclosure: The pay scale for this position is $85,000-$105,000 annually. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. The Company reserves the right to modify the range in the future.

Domain HWH is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Employment with Domain HWH is at-will, meaning either the employee or employer may terminate the relationship at any time with or without cause and with or without notice, except as provided by law.

If you require an accommodation to apply for or interview for a position, please contact our Human Resources Department at 707.286.1900 human.resources@pacificunionco.com