Help Desk Technician-Glen Rock, NJ

OPICI Family Distributing, a family‑owned business in wine and spirits for over 100 years, is currently seeking a Help Desk Technician. This is an Excellent Opportunity to join Our Team and be a part of The OPICI VISION:
To create extraordinary experiences through superior products and service from our family to yours.

The Opici Group is looking for a dynamic outgoing Help Desk Technician to work with a family‑owned company and represent fine wines and spirits from all over the world.

Perform IT phone support, desktop/laptop installs and repairs and computer data processing across all Opici business offices and warehouses

• Taking initial telephone or email inquiries and troubleshooting and managing simple hardware, software, system or network problems
• Recognize and elevate more difficult problems to Tier 2 or 3 support
• Work with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule
• Maintaining an inventory of installed software, managing software licensing, and follow policies and procedures for upgrades
• Support mobile devices
• Administer the Opici Business Intelligence systems
• Installing, configuring and maintaining desktop and laptop PCs and peripherals such as printers
• Installing and configuring applications and operating system software and upgrades
• Removing old equipment and performing data migration to new machines.
• Perform End of Week and End of month processes and weekly on‑call rotation
• Keep required logs and system records according to procedures
• Minimum travel to all locations

• Hardware:
  Dell laptops/desktops, HP servers, Cisco switches, Printers
• Operating Systems:
  Windows 10/11 and Server 2016/2019, VMWare
• WAN/LAN technologies
• ITIL: ZOHO Service Desk, ZOHO Op Manager, Opici Asset Tracker (OAT), Help Desk, Remote management tool
• Mobile Device Management: IBM Maas 360, Kandji
• Business Intelligence Systems:
  Dimensional Insights Diver

• Three to five years of experience installing and supporting desktop and laptop hardware and software
• Extensive experience with hardware, software applications, operating systems and network connectivity.
• Customer service oriented and proactive in anticipating and resolving problems
• Proficiency with LAN/WAN troubleshooting
• Problem‑solving skills – ability to perform root cause analysis and determine appropriate course of action
• Strong team‑working skills
• Good verbal and written communication skills
• Must be able to work independently and pace oneself to complete own work
• Understanding of an array of computer equipment, peripherals, mobile devices as well as standard software applications (MS Office, Windows Operating Systems, VPN client software, Remote Desktop tools, Active Directory, VMWare, Unitrends Backup, MS Exchange)
• Knowledge of Power Shell and Windows Scripting
• Professional certifications from Help Desk Institute, CompTIA, Network+, A+ or Microsoft (Certified IT Professional or Certified System Administrator (MCSA)), preferred but not required

Salary position determined by experience, Eligible for Health and Welfare Package and 401k (with Company Match). Holidays and Paid Time Off.