Helpdesk Coordinator

We are the leader in the wine industry’s direct-to-consumer platform, and we are looking for a self-motivated, customer centric individual to come join our team. This position is in American Canyon, CA with our headquarters located in Napa Valley and locations in Paso Robles, CA; Santa Maria, CA; Glenwillow, OH; Sherwood, OR; and Vancouver, BC, Canada.

We are looking for a Helpdesk Coordinator who will assist our end-users. Reporting under the Head of IT & Security, the Helpdesk Coordinator will be responsible for ensuring the smooth operation of systems to enable users fulfill their responsibilities. Taking in requests via e-mail and logging all issues via company ticketing system and assisting with troubleshooting and resolving issues in a timely manner. The right candidate is passionate and eager to learn.

Primary Responsibilities

  • Provide front-line support for both hardware and software issues
  • Track, diagnose and escalate IT support issues via Jira ticketing system
  • Participate in daily scrums and contribute to overall system improvements with the team
  • Further improve company employee onboarding and offboarding process, this includes new user account setup and machine setup for both Mac and Windows
  • Create and maintain technical documentation
  • Provide training on technical systems to non-technical users

Qualifications and Education Requirements

  • 2 years of experience supporting users in a Microsoft Exchange, Active Directory or Office 365 environment
  • Jira, Confluence or similar request tracking tool
  • Support collaboration tools such as Slack, Microsoft Teams and Zoom
  • Some experience with Cisco, Ubiquity or Meraki Network System tools
  • Ability to support both Mac and Windows PC’s
  • IT technical certifications would be of benefit to a successful candidate

About Us

We offer a full range of Direct-to-Consumer services to wineries, including e-commerce, point-of-sale and order fulfillment. We have one clear goal, and that determines our focus each and every day – be "The Winery’s Champion". We do that through a strong culture of innovation and an unwavering focus on delivering the best to our customers. Our employees are friendly, passionate, hard-working, and most of all FUN!

Benefits and Compensation

We have a competitive compensation package including medical, dental and vision coverage as well as Life, Long Term Disability and AD&D at no cost to the employee and a 401(k) profit sharing plan.

WineDirect is an Equal Opportunity Employer