IT Support Technician

The 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.

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and business applications.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, One Drive, 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.

• Assist with Microsoft 365 user administration, including account setup, licensing, password resets, and basic access management.
• Support Microsoft Entra  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.

• Configure, 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.

• Perform 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.

• Support 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.

• Maintain 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 escalation 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.

• 2+ 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, One Drive, and SharePoint.
• Familiarity with Microsoft Entra  / Azure Active Directory and user account administration.
• Basic understanding of TCP/IP networking, DHCP, DNS, Wi‑Fi, and Ethernet.
• Experience…