Technical Support Specialist

1 week ago

Santa Rosa, California, United States Jackson Family Enterprises Full time


Position at Jackson Family Enterprises

Jackson Family Wines is more than just a family-owned winery; we are pioneers in innovation with a steadfast commitment to quality. We continuously seek exceptional talent—individuals who demonstrate a strong work ethic, dedication to excellence, and a shared vision for sustainable practices in both land and community.

POSITION SUMMARY:

We are on the lookout for a Technical Support Specialist to join our team under the direction of the Help Desk Manager. This position is perfect for those who are enthusiastic about technology and eager to expand their knowledge. The ideal candidate will deliver outstanding customer service, assisting users both remotely and in person. Utilizing modern online support tools, they will address technical challenges related to applications, devices, and services. Responsibilities will include working with laptops, mobile devices, tablets, software, printers, and more. Additionally, there will be opportunities to engage in various projects and gain insights from seasoned team members.

ESSENTIAL FUNCTIONS/DUTIES:

Alongside the following responsibilities, additional tasks may be assigned:
  • Respond to Tier I/II support requests using remote tools, in-person, phone, chat, and on-site visits.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user devices and networking hardware.
  • Install, update, and troubleshoot various software in a Microsoft operating system environment.
  • Accurately prepare and maintain records associated with work performed, including work orders and support tickets.
  • Research solutions to new technical challenges and update the internal knowledge base.
  • Train end users on new equipment and software.
  • Receive and record support requests via phone calls, e-mails, and on-site interactions.
  • Prioritize support calls and escalate issues to the appropriate team when necessary.
  • Regularly contribute content to the knowledge base by documenting solutions.
  • Work between the hours of 6:00 am - 6:00 pm, Monday to Friday.
  • Participate and provide after-hours on-call support as part of a rotating schedule.
  • Travel independently to provide on-site support as needed, between company facilities and client sites using their own or company-provided vehicle. A valid driver's license is required.
JOB REQUIREMENTS:

To succeed in this role, the candidate should be eager to learn and enhance their skills. The following qualifications are preferred but not mandatory:

Essential Skills
  • Some technical support or customer service experience is preferred.
  • Relevant education in IT or a related field is a plus.
  • Industry certification (or a willingness to obtain one) is a plus.
  • Ability to maintain composure in stressful situations.
  • Strong interpersonal communication skills.
Desired Knowledge and Experience
  • Operating systems: Windows 10, 11, macOS, iOS, Android.
  • Computing devices such as laptops, desktops, and mobile devices.
  • Microsoft Office 365 (Outlook, Word, Excel, and PowerPoint).
Preferred Applications and Systems Experience
  • Basic knowledge of networking: LAN/WLAN, VPN, etc.
  • Familiarity with SaaS (browser-based) software and cloud applications.
  • Experience with Point of Sale (POS) devices and software is a plus.
Communication Skills and Problem Solving
  • Clear written and verbal communication in English. Bilingual in English and Spanish is a plus.
  • Ability to read and understand technical documents.
  • Ability to follow detailed instructions and solve problems logically.
Physical Requirements:
  • Ability to lift and/or move equipment weighing up to 50 pounds.
Work Environment
  • The noise level in the work environment is usually moderate.
WAGE TRANSPARENCY: The base pay for this role ranges from $25.51- $34.00 per hour. Compensation will be determined by candidate experience, skills, and location.

BENEFITS:
  • Health insurance - medical, dental, vision, disability & life insurance
  • 401k with employer match
  • Vacation accrual; 12 paid holidays; 72 hours for Health & Wellness
  • Learning & Development opportunities
  • Wine discounts
At Jackson Family Wines, we respect, celebrate, and take pride in each other's differences. Together we nurture a culture that embraces fairness, acceptance, and belonging. We believe that diversity, equity, and inclusion drive our best innovation, enrich our employees, and connect us to our customers and global community. We aspire to evolve in our commitment for a better future and one that is rooted for good.

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