IT Helpdesk Technician II

Description

O’Neill Vintners & Distillers was founded in 2004 with a simple idea from our founder, Jeff O’Neill, that great wines should be enjoyed by all. We believe those wines must be of exceptional quality centered around our core belief that doing the right thing for our employees, consumers, partners, and the planet is key to a sustainable future. As our family-owned business has grown, so has our belief in business as a force for good—we are proud to be an industry leader in sustainability and a Certified B Corporation.

We are one of California's largest wineries, with operations in Larkspur, Sonoma, Paso Robles, and Parlier/Reedley, CA. Our award-winning portfolio of consumer brands includes Line 39, FitVine, Harken Chardonnay, Rabble, Charles Woodson’s Intercept, Robert Hall, Allegro Cellars, Ram’s Gate, Wines of Substance, ViNO, and BrandyLab.

The IT Support Specialist II is the go-to technical resource for O'Neill Vintners & Distillers, owning the day-to-day management of our Microsoft Intune device environment. This role will address both Tier 1 and Tier 2 issues, solving the tougher problems that come up across our computers, accounts, and everyday productivity tools. The right candidate will take ownership of a problem from the moment it comes in until it's fully resolved, and will communicate clearly with people across every part of the company.

DUTIES AND RESPONSIBILITIES:

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.

Support and Troubleshooting

• Provide first-contact support for incoming requests by phone, web portal, email, and chat, ensuring issues are handled courteously, quickly, and effectively.
• Diagnose and resolve hardware, software, connectivity, and identity issues (Microsoft Entra and M365), working each issue through to full root-cause resolution rather than just routing it elsewhere.
• Build rapport with service desk customers and ask the right questions to get to the real problem quickly.
• Test fixes to confirm an issue is actually resolved before closing it out.
• Perform routine maintenance on workstations, printers, and other equipment.
• Act as the point of contact with third-party vendors when needed.

Device and Account Management (Microsoft Intune)

• Manage day-to-day Intune administration, including device enrollment, configuration and compliance policies, application deployment, and Autopilot provisioning.
• Monitor device compliance across all locations and fix non-compliant or misconfigured devices.
• Handle routine Microsoft Entra ID and M365 administration, including user accounts, group membership, and device access.
• Partner with the Cybersecurity Specialist to keep endpoints patched, hardened, and compliant, including deploying updates and resolving known vulnerabilities in a timely way.
• Deploy pre-packaged software using our distribution tools as requested.
• Support onboarding and offboarding of personnel from an IT systems perspective.
• Maintain accurate equipment and asset inventory records.

Documentation and Process Improvement

• Document IT processes and keep SOPs current as our tools and workflows evolve.
• Build help sheets and FAQs for end users, and contribute to our internal technician knowledge base.
• Spot recurring problem categories and recommend process or configuration changes that reduce overall ticket volume.
• Flag emerging incident trends to the rest of the team.
• Research solutions using internal and external knowledge bases as needed.
• Suggest ways we can keep improving how the team operates.
• Take on other related duties as needed to support the team.
• Identify and implement sustainable practices within the team/department to align with the company’s environmental goals. 

Requirements

QUALIFICATIONS:  

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Required Education and Experience:

• Associate's degree in IT or a related field, or equivalent professional experience 
• 2 to 4 years of hands-on IT support experience, including direct experience administering or supporting Microsoft Intune and the Microsoft 365 environment
• Basic knowledge of Microsoft Office Suite, Windows 10 and 11, and iOS (iPhone, iPad); working familiarity with Microsoft Entra ID and endpoint/remote support tools
• Experience supporting customers over the phone, in person, and remotely

Required Skills & Attributes

• Strong customer service orientation with a track record of resolving issues with diplomacy and tact
• Excellent written and verbal communication skills, with the ability to work well across departments
• Strong organizational and interpersonal skills
• Comfortable managing many tasks at once in a fast-paced, detail-oriented environment.
• Versatile and flexible, with a willingness to work through constantly changing priorities

Preferred/Nice to Have

• Bachelor’s degree
• A+ or comparable certification (required within six months of hire if not already held).
• Progress toward MD-102 (Endpoint Administrator) or MS-102 (Microsoft 365 Administrator) certification.

CULTURAL BEHAVIORS:

O’Neill team members are Forward Thinkers. Hard Working without Drama. Friendly Problem Solvers who work as One Team to Always Deliver.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following: 

• Sit, stand, or walk for prolonged periods.
• Perform some repetitive motion activities.
• Coordinate multiple tasks simultaneously.
• Occasionally lift, move, carry, and stack boxes up to 40 lbs.  
• Maintain focus and attention to detail in a fast-paced environment.
• Ability to manage prolonged screen time effectively without compromising productivity or attention to detail.

WORK ENVIRONMENT:

• This is an onsite position based in our Parlier, CA facility.  
• Work normally occurs in a temperature-controlled office environment with low to medium noise levels. 
• Occasional travel to other O’Neill locations may be requested. 
• Remote work of up to one day per week may be available once fully trained, up to company discretion. 

California Pay Transparency Notice: This position is classified as non-exempt. The base compensation range for this role is $28.85-$33.65/hour. Candidates are generally not hired at or near the maximum of the base compensation range. Final salary placement will depend on several factors, which may include the candidate’s qualifications, education, relevant experience, and alignment with current market data.

O’Neill Vintners & Distillers offers a competitive salary and a comprehensive benefits package to our full-time employees, including medical, dental, vision, and life insurance coverage; short- and long-term disability; a 401(k) with a company match; Paid Time Off; holidays; and more.

O’Neill Vintners & Distillers is an equal opportunity employer. All employment decisions, including hiring, promotion, discipline, and discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All employees must pass a comprehensive background check and drug screen and adhere to all Company, Federal, and State Food Safety Regulations and Policies. This organization participates in E-Verify.

NOTICE TO THIRD PARTY AGENCIES

Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider or agree to any payment of referral compensation or a recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.