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Sr. Help Desk Analyst

Req ID: 181┬ 


Department: Corporate Services┬ 


Status: Full Time, Non-Exempt┬ 


Location: St. Helena, California (US-CA)┬ 


Job Summary:
To support the daily operations of the Client Services Help Desk supporting a large portfolio of applications with emphasis on Microsoft technologies.

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Essential Functions:

The following reflects management's 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.


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Provide support to corporate users, as necessary, including:



  • Rapid response and resolution of support requests by TFE employees as it regards to Windows workstations and laptops, network connectivity, VPN (Cisco), email (Outlook), portal (SharePoint) and other technologies.

  • Troubleshoot hardware and software issues as reported by TFE employees including a large remote sales force.

  • Coordinate resources across IT during high severity issues.

  • Proactively test and implement service packs and hotfixes as necessary.

  • Provide training materials and any additional information to TFE employees to help increase overall productivity.

  • Contribute to the technical document library. Develop procedures and knowledge articles for new issues or configurations.

  • Track all activities through the Helpdesk management system.

  • Provide project-base contribution support to the department, including but not limited to:

    • Testing and deployment of new systems.

    • Testing and deployment of new procedures.

    • Creating technical documentation.


  • Install IT equipment as needed, including servers, switches, desktop, laptops, printers, etc.

  • Participate in a On-Call scheduled rotation for after hours support.

  • Active Directory administration.

  • Deploy and Track Windows 7/10 Laptops, Desktops, Tablets and Virtual Machines.

  • Perform special projects as required.

  • Assist with special projects including the deployment of new technologies

  • Assist with user training.

  • Assist with telephone support utilizing remote desktop technologies.


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Qualifications:

  • Education: Bachelor's degree in computer science preferred.

  • Experience: Minimum four (4) years' experience providing corporate end user support.

  • Direct experience supporting Windows 7/10, Microsoft Office 2010/2013/2016 and Office 365 in an Active Directory environment.

  • Excellent written and verbal communication skills.

  • Understanding and practical experience with VMware vSphere.

  • Experience with enterprise level endpoint products such as Symantec, Outlook, Druva, SCCM.

  • Excellent written and verbal communication skills.

  • Strong analytical, organizational, and problem solving skills with client focus and methodical approach to troubleshooting.

  • Knowledge of commonly used concepts, practices, and procedures within the IT environment.

  • Valid California driver's license with a clean record.

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Working Conditions:

  • Extensive computer work

  • Occasional long and irregular hours.

  • Office environment.

  • May be required to work at any of TFE's locations.

  • Frequent phone calls.

  • Frequent deadline pressures.

  • Numerous projects in progress at any given time.


Trinchero Family Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Trinchero Family Estates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.




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