IT Helpdesk Technician II

O’Neill Vintners & Distillers was founded in 2004 with a simple idea from our founder, Jeff O’Neill, that great wines should be enjoyed by all. We believe those wines must be of exceptional quality centered around our core belief that doing the right thing for our employees, consumers, partners, and the planet is key to a sustainable future. As our family-owned business has grown, so has our belief in business as a force for good—we are proud to be an industry leader in sustainability and a Certified B Corporation.

We are one of California's largest wineries, with operations in Larkspur, Sonoma, Paso Robles, and Parlier/Reedley, CA. Our award-winning portfolio of consumer brands includes Line 39, FitVine, Harken Chardonnay, Rabble, Charles Woodson’s Intercept, Robert Hall, Allegro Cellars, Ram’s Gate, Wines of Substance, ViNO, and BrandyLab.

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.

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Support and Troubleshooting

• 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.

Device and Account Management (Microsoft Intune)

• 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.

Documentation and Process Improvement

• 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.