Desktop Support Specialist

WineDirect Fulfillment•American Canyon, CA

1d•Onsite

About The Position

The Desktop Support Specialist provides technical assistance to employees across WineDirect Fulfillment’s office and warehouse operations. The role supports the effective operation of computer systems, hardware, software, mobile devices, and related technology infrastructure, resolving technical issues while minimizing operational disruptions. The position provides first- and second-level support, maintains and deploys IT equipment, administers user accounts, follows cybersecurity practices, and documents support procedures. It also supports warehouse technology and collaborates with Operations and other departments to help maintain business continuity and improve technology processes.

Requirements

Associate’s degree in Information Technology, Computer Science, or a related field preferred; equivalent professional experience will be considered.
Minimum of 2 years of experience in desktop support, IT help desk, or a similar technical support role preferred.
Experience with Microsoft Windows, Microsoft 365, and basic network troubleshooting.
Familiarity with IT ticketing systems, endpoint management tools, and remote support applications.
Knowledge of Active Directory, Microsoft Entra ID, and basic cybersecurity practices.
Ability to work at a computer for extended periods Monday through Friday, 8 a.m. to 5 p.m.
Ability to lift up to 40 pounds occasionally.
Ability to travel to other in-state and out-of-state facilities for multiple days when necessary.
Ability to be on call to support and troubleshoot potential outages after normal shift hours, including in the middle of the night and on weekends.

Nice To Haves

Experience supporting users in a warehouse, distribution, manufacturing, or logistics environment.
Experience with Microsoft Intune, Autopilot, PowerShell, Hyper-V, or VMware ESXi.

Responsibilities

Provide first- and second-level technical support for hardware, software, network, and system-related issues.
Diagnose and resolve problems involving desktops, laptops, printers, scanners, mobile devices, and peripherals.
Respond to support requests through the ticketing system, email, phone, or in person.
Install, configure, maintain, and upgrade hardware, operating systems, and business applications.
Support Microsoft Windows, Microsoft 365, Outlook, Teams, and other company-approved software.
Troubleshoot basic network connectivity, VPN, Wi-Fi, and remote access issues; escalate complex issues to IT personnel or external vendors.
Support warehouse technology, including handheld barcode scanners, label printers, shipping stations, and workstations.
Troubleshoot hardware and connectivity issues affecting warehouse management systems and related applications.
Coordinate with Operations to minimize downtime and maintain continuity of warehouse activities.
Set up and maintain technology used in shipping, receiving, inventory management, and production areas, including during peak operational periods.
Prepare, configure, and deploy IT equipment for new employees; coordinate onboarding, offboarding, account access, and equipment recovery.
Maintain records of IT assets, equipment assignments, inventory, and software licenses.
Perform routine hardware maintenance and coordinate repairs or replacements.
Ensure outdated IT equipment is disposed of or recycled according to company policies.
Create, modify, and deactivate employee accounts and system access based on approved requests.
Assist with password resets, multifactor authentication, and access-related issues.
Follow cybersecurity policies and procedures; report suspected security incidents, phishing, and unauthorized access concerns.
Assist with software updates, security patches, and endpoint protection activities.
Document technical issues, troubleshooting steps, and resolutions; develop and update procedures, knowledge base articles, and user guides.
Identify recurring issues and recommend improvements; assist with IT projects, system upgrades, equipment deployments, and process improvements.
Collaborate with other departments to ensure technology solutions support business needs.