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Senior Help Desk Analyst - Napa

Req ID: 5627 

Department: Information Technology 

Status: Full Time, Non-Exempt 

Location: Napa, California (US-CA) 

Job Summary: To respectfully and professionally facilitate the daily operations of the Trinchero Family Estates business through support of a large portfolio of IT applications; deployment and maintenance of end user devices and other business technologies, while meeting the timeline needs of the business.

Essential Functions:

Provide user support as part of a team, including but not limited to:

  • Rapid response and resolution of support requests by TFE employees as it regards to Windows workstations and laptops, network connectivity, VPN (Cisco), email (Outlook), portal (SharePoint) and other technologies.
  • Troubleshoot hardware and software issues as reported by TFE employees including a large remote sales force.
  • Coordinate resources across IT during high severity issues.
  • Proactively test and implement service packs and hotfixes as necessary.
  • Provide training materials and any additional information to TFE employees to help increase overall productivity.
  • Contribute to the technical document library. Develop procedures and knowledge articles for new issues or configurations.
  • Track all activities through the Helpdesk management system.
  • Provide project-base contribution support to the department, including but not limited to:
    • Testing and deployment of new systems.
    • Testing and deployment of new procedures.
    • Creating technical documentation.
  • Install IT equipment as needed, including servers, switches, desktop, laptops, printers, etc.
  • Participate in a On-Call scheduled rotation for after hours support.
  • Active Directory administration.
  • Deploy and Track Windows 7/10 Laptops, Desktops, Tablets and Virtual Machines.
  • Perform special projects as required.
  • Assist with special projects including the deployment of new technologies
  • Assist with user training.
  • Assist users via multiple modes of communication utilizing remote desktop and other technologies as well as deskside support.
  • Accept new or modified duties and perform them in a satisfactory and timely manner.
  • Accuracy, attention to detail, and the ability to follow through essential.
  • Ability to organize, prioritize and follow through on simultaneous tasks with minimal supervision.
  • Ability to interact effectively with other departments within the winery as well as outside agencies (i.e., vendors).
  • Ability to conduct small projects and deployments without direct supervision.
  • Ability to conduct business in a professional manner.
  • Positive outlook and tone to be used at all times, both internal to IT Department Employees and to broader User Base as well.
  • Customer Service, communication and patience is of paramount importance with regard to meeting timelines, dates, and key priorities.
  • Drive solutions through to completion and manage expectation to avoid conflict or potential issues.



  • Direct experience supporting Windows 7/10, Microsoft Office 2010/2013/2016 and Office 365 in an Active Directory environment.
  • Excellent written and verbal communication skills.
  • Understanding and practicle experience with VMware vSphere.
  • Experience with enterprise level endpoint products such as Symantec, Outlook, Druva, SCCM.
  • Excellent written and verbal communication skills.
  • Strong analytical, organizational, and problem-solving skills with client focus and methodical approach to troubleshooting.
  • Knowledge of commonly used concepts, practices, and procedures within the IT environment.
  • Minimum 4 years of experience providing end user support.
  • Valid California driver’s license with a clean record.

Working Conditions:

  • Extensive computer work
  • Occasional long and irregular hours.
  • Office environment.
  • May be required to work at any of TFE’s locations.
  • Frequent phone calls.
  • Frequent deadline pressures that should be met under any circumstance.
  • Numerous projects in progress at any given time.

Trinchero Family Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Trinchero Family Estates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nearest Major Market: Napa

Job Segment: Outside Sales, Sales