What are the responsibilities and job description for the IT Help Desk Technician position at Foley Family Wines & Spirits?
Established by Bill Foley in 1996, Foley Family Wines & Spirits (FFWS) is a portfolio of highly acclaimed wines and spirits from some of the world’s greatest estates. The company owns more than 25 wineries and distilleries, each with its distinct style, legacy, and approach to hospitality.
FFWS has expanded its portfolio significantly since its founding, now including such storied brands as Chalk Hill Estate Winery, Sebastiani, Roth, Banshee, Ferrari-Carano, Chateau St. Jean, and Lancaster in Sonoma County; Merus, Silverado, and Foley Johnson in Napa Valley; Lincourt, Firestone, and Foley Estates in Southern California; Chalone Vineyard in Monterey County; Four Graces and Acrobat in Oregon; and Three Rivers in Washington. Foley Family Wine & Spirits import wines include Lucien Albrecht in France, Nieto Senetiner in Argentina, and 14 wine brands spanning three of New Zealand’s most acclaimed winegrowing regions: Marlborough, Central Otago, and Martinborough. The growing global spirits portfolio includes Minden Mill Distilling, Charles Goodnight Texas Straight Bourbon Whiskey, New Zealand’s Lighthouse Gin, El Mexicano Tequila, The Loch Lomond Group in Scotland, Two Stacks Irish Whisky and Killowen.
Job Summary
As a Help Desk Technician for Foley Family Wines & Spirits, you will be responsible for providing fast and useful technical assistance on computer systems. You will answer queries on technical issues and offer advice to solve them. Demonstrate solid technical knowledge and be able to communicate effectively to understand the problem and explain the solution. Must be customer-oriented and demonstrate an ability to manage difficult situations.
** Onsite days Tuesday - Thursday / Monday & Friday hybrid. **
\n- Provide technical support to employees via phone, email, the ticketing system; provide in-person support to onsite employees.
- Develop expertise in in-house applications and perform issue identification, verification, diagnosis, and troubleshooting.
- Facilitate two-way feedback communication between end-users and the rest of the IT staff.
- Record accurate and comprehensive information for requests, incidents, and resolutions.
- Develop new process and systems documentation.
- Perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided.
- Install, make changes, and repair computer hardware and software.
- Escalate unresolved issues to the next level of support personnel.
- Identify and suggest possible improvements on procedures.
- Significant experience of providing customer service, help desk, computer training and desktop support in high output, dynamic environment.
- Understanding of the following technologies: PC’s, laptops, printers, and other peripherals, networking, Active Directory, Exchange, Windows, Microsoft Office, anti-virus / anti-malware software.
- Experience of working in a team-oriented service desk environment, with the ability to positively contribute to cross-functional teams.
- Excellent communication skills.
- Customer-oriented and calm under pressure
- Must have a valid driver’s license, reliable transportation to travel to other local sites as needed, and a clean driving record. Mileage will be reimbursed at the federal reimbursement rate.
- Bachelor’s degree in a computer related field or 5 years of experience supporting enterprise environment
- Teamwork – Be a Spirited Partner
- Commitment – Crush Every Day
- Quality – Good vs. Grape: It’s All in The Details
- Integrity – It Takes a Community
- Safety – Tend the Vines
- Entrepreneurship – Love the Wine You’re With
- Fun! - Smile! You Have Purple Teeth!
Foley Family Wines & Spirits provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected under federal, state or local law.
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Salary : $33 - $36
