Description Rack & Riddle, the #1 custom sparkling wine producer in the United States, is looking for a skilled and motivated Level 2 IT Support Technician to join our dynamic IT team. The ideal candidate will provide advanced technical support to our employee base, ensuring the smooth operation of their IT systems and hardware. This role requires a strong problem-solver with excellent customer service skills and the ability to work both independently and as part of a team. Reporting to the Director of IT, this role will have a high level of visibility throughout the company. This role will float between our three Sonoma County properties a minimum of 3 days a week with the possibility of working remote 2 days. Essential Duties and Responsibilities:
- Install, configure, deploy, and maintain computer systems and networks.
- Provide advanced technical support for hardware and software issues.
- Assist with the deployment and management of IT infrastructure across multiple locations.
- Monitor system performance and ensure optimal operation.
- Provide remote and on-site support to employees as needed.
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
- Respond in timely manner to requests and issues.
- Repair and replace equipment as needed.
- Assist in AV setups as needed for meetings.
- Assist new hire training for basic IT needs.
- Set up new workstations for users (deploying equipment, checking over account setups).
Requirements The successful candidate's background includes:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 2-3 years of experience in IT support or a similar role.
- Strong knowledge of Windows operating systems.
- Experience with network troubleshooting and configuration.
- Familiarity with Active Directory, Office 365, VPN and other common IT tools.
- Current certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
- NetSuite/Oracle or similar tier ERP experience with system implementation experience strongly preferred.
- Top notch customer service skills.
- Strong communication skills both written and oral.
- Excellent analytical and problem-solving skills.
- Continuous curiosity and demonstrated ability to perform root cause problem analysis.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.