IT Helpdesk Technician II

O’Neill Vintners and Distillers•Parlier, CA

7d•Onsite

About The Position

The IT Support Specialist II is the go-to technical resource for O'Neill Vintners & Distillers, owning the day-to-day management of our Microsoft Intune device environment. This role will address both Tier 1 and Tier 2 issues, solving the tougher problems that come up across our computers, accounts, and everyday productivity tools. The right candidate will take ownership of a problem from the moment it comes in until it's fully resolved, and will communicate clearly with people across every part of the company.

Requirements

Associate's degree in IT or a related field, or equivalent professional experience
2 to 4 years of hands-on IT support experience, including direct experience administering or supporting Microsoft Intune and the Microsoft 365 environment
Basic knowledge of Microsoft Office Suite, Windows 10 and 11, and iOS (iPhone, iPad); working familiarity with Microsoft Entra ID and endpoint/remote support tools
Experience supporting customers over the phone, in person, and remotely
Strong customer service orientation with a track record of resolving issues with diplomacy and tact
Excellent written and verbal communication skills, with the ability to work well across departments
Strong organizational and interpersonal skills
Comfortable managing many tasks at once in a fast-paced, detail-oriented environment.
Versatile and flexible, with a willingness to work through constantly changing priorities

Nice To Haves

Bachelor’s degree
A+ or comparable certification (required within six months of hire if not already held).
Progress toward MD-102 (Endpoint Administrator) or MS-102 (Microsoft 365 Administrator) certification.

Responsibilities

Provide first-contact support for incoming requests by phone, web portal, email, and chat, ensuring issues are handled courteously, quickly, and effectively.
Diagnose and resolve hardware, software, connectivity, and identity issues (Microsoft Entra and M365), working each issue through to full root-cause resolution rather than just routing it elsewhere.
Build rapport with service desk customers and ask the right questions to get to the real problem quickly.
Test fixes to confirm an issue is actually resolved before closing it out.
Perform routine maintenance on workstations, printers, and other equipment.
Act as the point of contact with third-party vendors when needed.
Manage day-to-day Intune administration, including device enrollment, configuration and compliance policies, application deployment, and Autopilot provisioning.
Monitor device compliance across all locations and fix non-compliant or misconfigured devices.
Handle routine Microsoft Entra ID and M365 administration, including user accounts, group membership, and device access.
Partner with the Cybersecurity Specialist to keep endpoints patched, hardened, and compliant, including deploying updates and resolving known vulnerabilities in a timely way.
Deploy pre-packaged software using our distribution tools as requested.
Support onboarding and offboarding of personnel from an IT systems perspective.
Maintain accurate equipment and asset inventory records.
Document IT processes and keep SOPs current as our tools and workflows evolve.
Build help sheets and FAQs for end users, and contribute to our internal technician knowledge base.
Spot recurring problem categories and recommend process or configuration changes that reduce overall ticket volume.
Flag emerging incident trends to the rest of the team.
Research solutions using internal and external knowledge bases as needed.
Suggest ways we can keep improving how the team operates.
Take on other related duties as needed to support the team.
Identify and implement sustainable practices within the team/department to align with the company’s environmental goals.