Senior Help Desk Analyst - IT Support Lead & Benefits

Trinchero Family Estates -us; Lodi (CA); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

PTO

Job summary

Trinchero Family Estates is seeking a Senior Help Desk Analyst to support a broad portfolio of IT applications, deploy and maintain end-user devices, and resolve user issues in line with business timelines. The role supports Windows workstations, VPN, email, and collaboration tools across a large user base.

Responsibilities include timely incident resolution, service desk coordination, IT documentation, and deployment of new technologies.

Qualifications

• Minimum four years of experience providing end-user support.
• Experience with Windows 10/11 and Microsoft Office 365 in an Active Directory environment.
• Understanding and practical experience with VMware vSphere.
• Experience with enterprise-level endpoint products such as SentinelOne, Outlook, Teams, Microsoft Copilot, Druva, and SCCM.
• Valid California driver’s license with a clean record.

Responsibilities

• Provide rapid response and resolution of support requests from TFE employees related to Windows workstations and laptops, network connectivity, VPN (Cisco), email (Outlook), portal (SharePoint), and other technologies.
• Troubleshoot hardware and software issues reported by TFE employees, including a large remote sales force.
• Assist users through multiple modes of communication, utilizing remote desktop and other technologies, as well as deskside support.
• Assist with user training and provide training materials or additional information to help increase overall productivity.
• Track all activities through the ServiceDesk Plus ITSM tool.
• Coordinate resources across IT during high-severity issues.
• Contribute to the technical document library (IT Glue), including developing procedures and knowledge articles for new issues or configurations.
• Drive solutions through to completion and manage expectations to avoid conflict or potential issues.
• Install IT equipment as needed, including desktops, laptops, printers, and related equipment.
• Deploy and track Windows 11 laptops, desktops, tablets, and virtual machines.
• Perform Active Directory administration.
• Perform Mobile Device Management administration through AirWatch.
• Provide project-based support to the department, including testing and deployment of new systems and procedures and creating technical documentation.
• Assist with special projects, including deployment of new technologies.
• Participate in an on-call scheduled rotation for after-hours support.

Skills

End-user support

Windows 10/11

Microsoft 365

Communication

Analytical skills

Tools

VMware vSphere

SentinelOne

Outlook

Microsoft Teams

Druva

SCCM

AirWatch

Active Directory

Job description

Trinchero Family Estates is seeking a Senior Help Desk Analyst to support a broad portfolio of IT applications, deploy and maintain end-user devices, and resolve user issues in line with business timelines. The role supports Windows workstations, VPN, email, and collaboration tools across a large user base.

Responsibilities include timely incident resolution, service desk coordination, IT documentation, and deployment of new technologies.