Desktop Support Specialist

WineDirect Fulfillment•American Canyon, CA

1d•Onsite

About The Position

The Desktop Support Specialist provides technical assistance and support to employees across WineDirect Fulfillment’s office and warehouse operations. The role helps ensure the effective operation of computer systems, hardware, software, mobile devices, and related technology infrastructure. The ideal candidate is proactive and customer-focused, with strong troubleshooting and communication skills, and resolves technical issues efficiently while minimizing operational disruptions. The position supports employees with hardware, software, network, system, account-access, and security-related issues. It also supports warehouse technology and operations, including warehouse management systems, scanners, label printers, shipping stations, and workstations. The specialist prepares and maintains IT equipment, assists with onboarding and offboarding, documents technical issues and procedures, and contributes to IT projects and process improvements. The role is based at 450 Green Island Road, American Canyon, California. It normally works Monday through Friday, 8 a.m. to 5 p.m., with on-call support for potential outages after the normal shift, including nights and weekends. Travel to other in-state or out-of-state facilities for multiple days may be required. The position is classified as exempt.

Requirements

Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Minimum of 2 years of experience in desktop support, IT help desk, or a similar technical support role (preferred in the posting).
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.
Strong troubleshooting and communication abilities and a customer-focused, proactive approach.
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 facilities in state and out of state for multiple days when necessary.
Ability to be on call for potential outages after normal working 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 issues.
Diagnose, troubleshoot, 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 computer 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 operations technology, including handheld barcode scanners, label printers, shipping stations, workstations, warehouse management systems, and related applications.
Coordinate with Operations to minimize downtime and maintain warehouse continuity; assist with technology in shipping, receiving, inventory management, and production areas.
Support technology requirements during peak operational periods, including seasonal hiring and increased warehouse activity.
Prepare, configure, and deploy IT equipment for new employees; coordinate onboarding and offboarding, including 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, MFA, and access issues.
Support Microsoft Entra ID, Active Directory, and other user administration tools as applicable.
Follow cybersecurity policies and procedures; report suspected security incidents, phishing attempts, and unauthorized access concerns.
Assist with software updates, security patches, and endpoint protection activities.
Document technical issues, troubleshooting steps, and resolutions; develop and update IT procedures, knowledge base articles, and user guides.
Identify recurring technical 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.