IT Support Technician

IT Support TechnicianThe IT Support Technician provides hands-on technical support to employees across our corporate, winery, hospitality, retail, and production locations. This position serves as a primary point of contact for day-to-day technology issues and is responsible for troubleshooting hardware, software, network connectivity, mobile devices, point-of-sale systems, printers, conference room technology, and Microsoft 365 applications.The ideal candidate is customer-focused, technically capable, organized, and comfortable working independently in a multi-site environment. This position requires both remote and on-site support and will work closely with the Director of Information Technology, external technology partners, vendors, and business teams to maintain reliable and secure technology operations.Key ResponsibilitiesEnd-User SupportProvide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and business applications.Troubleshoot Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and related productivity applications.Diagnose hardware, software, connectivity, authentication, and user-access issues.Respond to and manage support requests through the IT ticketing system.Provide both remote and on-site technical assistance to employees.Escalate complex infrastructure, security, application, or network issues when appropriate.Communicate clearly with users throughout the troubleshooting and resolution process.Microsoft 365 & Identity SupportAssist with Microsoft 365 user administration, including account setup, licensing, password resets, and basic access management.Support Microsoft Entra ID user accounts, groups, authentication, and Multi-Factor Authentication.Assist users with Microsoft Authenticator enrollment and account recovery.Support Exchange Online mailboxes, shared mailboxes, distribution groups, and basic email troubleshooting.Assist with onboarding and offboarding processes, including account creation, access changes, device preparation, and equipment recovery.Hardware & Endpoint SupportConfigure, deploy, maintain, and troubleshoot Windows computers, iPads, iPhones, and other company-owned devices.Install and configure approved software and applications.Prepare equipment for new employees and replacement deployments.Maintain accurate inventory of computers, mobile devices, peripherals, and other IT assets.Perform hardware diagnostics and coordinate warranty repairs or equipment replacement when necessary.Support endpoint management and security tools under the direction of IT leadership.Network & Infrastructure SupportPerform basic troubleshooting of wired and wireless network connectivity.Assist with troubleshooting switches, wireless access points, firewalls, internet circuits, and related network equipment.Troubleshoot DHCP, DNS, IP addressing, VLAN, and general connectivity issues.Assist with network equipment installation, replacement, cabling, and documentation.Work with Internet Service Providers and technology vendors to troubleshoot outages and service issues.Perform initial troubleshooting and information gathering before escalating infrastructure issues.Hospitality, Retail & Winery TechnologySupport technology used at tasting rooms, wineries, hospitality locations, retail stores, and other company facilities.Troubleshoot Point-of-Sale hardware including terminals, iPads, receipt printers, payment devices, and related peripherals.Assist with Commerce7, Square, and other business technology platforms as required.Support conference room technology including displays, cameras, microphones, and video conferencing equipment.Troubleshoot printers, label printers, network-connected devices, and other location-specific technology.Coordinate technology installations and equipment deployments for new or remodeled locations.IT OperationsMaintain technical documentation, equipment records, network information, and support procedures.Monitor outstanding support requests and ensure issues are resolved in a timely manner.Assist with technology projects, upgrades, migrations, and new system deployments.Coordinate with third-party managed service providers and technology vendors when necessary.Follow established cybersecurity policies and help identify or escalate potential security incidents.Assist with technology audits, asset inventories, and lifecycle replacement planning.Provide occasional after-hours support for critical business operations, events, or technology outages when required.QualificationsRequired2+ years of experience providing IT help desk, desktop support, or technical support in a professional environment.Strong troubleshooting skills with Windows computers and common desktop hardware.Working knowledge of Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.Familiarity with Microsoft Entra ID / Azure Active Directory and user account administration.Basic understanding of TCP/IP networking, DHCP, DNS, Wi-Fi, and Ethernet.Experience troubleshooting printers, mobile devices, and peripheral equipment.Ability to prioritize multiple support requests and work independently.Strong customer service, communication, and interpersonal skills.Ability to clearly document technical issues and resolutions.Valid driver's license and ability to travel between company locations in Napa and Sonoma Counties.Ability to safely lift and move computer and technology equipment as required.PreferredExperience supporting Microsoft Intune or another endpoint management platform.Experience with Microsoft Active Directory.Familiarity with Meraki, Ubiquiti, SonicWall, or similar networking technologies.Experience supporting iOS/iPadOS devices.Experience supporting Point-of-Sale systems in hospitality, retail, restaurants, or wineries.Familiarity with IT ticketing systems such as Freshservice.Experience working in a multi-location organization.Microsoft, CompTIA, Cisco, or related technical certifications are a plus.Skills & CompetenciesExcellent troubleshooting and problem-solving skillsStrong customer service mindsetAbility to explain technical concepts to non-technical usersSelf-motivated and capable of working with limited supervisionStrong organizational and time-management skillsAttention to detailAbility to prioritize issues based on business impactWillingness to learn new technologies and systemsAbility to work effectively with employees, executives, vendors, and external IT partnersWork EnvironmentThis is a hands-on IT position supporting multiple company locations throughout Napa and Sonoma Counties. The role includes a combination of desk-side support, remote support, equipment deployment, troubleshooting, and travel between locations.The IT Support Technician will work closely with the Director of Information Technology and will have the opportunity to develop additional skills in Microsoft 365 administration, cloud services, cybersecurity, networking, endpoint management, and IT infrastructure.Schedule and Travel RequirementsSet a weekday schedule, which may require seasonal overtime or overtime during outages.Valid Driver's License and reliable form of transportation.