Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Description
O’Neill Vintners & Distillers is a proud member of the B Corp Certified community and one of the fastest-growing wineries in California. With operations in Larkspur, Parlier/Reedley, and Paso Robles, CA, we were founded 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. Our award-winning portfolio of brands delivers on our core values, meeting consumers where they are. These brands include Line 39, Harken Chardonnay, Rabble Wines, Charles Woodson’s Intercept, FitVine Wine, Robert Hall Winery, Allegro Cellars, BrandyLab, and Javelin Vodka.
The Help Desk Support Tech II will support the stable operation of the in-house computer network and provide technical support to O’Neill’s internal staff and business partners. This includes but is not limited to planning, installing, and maintaining network and end-user hardware, ensuring minimal downtime. The Help Desk Support Tech II will also diagnose, resolve, and document network and end-user problems promptly and accurately, owning the Help Desk. This includes escalating incidents when considered appropriate and necessary to maintain SLA (service level agreements) expectations. Problem resolution may involve diagnostics and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level. The ideal candidate will have a solid foundation in IT support, an understanding of networking principles, and practical experience with Microsoft Azure.
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.
Key Responsibilities:
Strategy & Planning
Acquisition & Deployment
Operational Management
Requirements
QUALIFICATIONS:
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.?
Cultural Behaviors:
O’NEILL team members are Forward Thinkers, Hard Workers without Drama, and 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:
WORK ENVIRONMENT:
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