What are the responsibilities and job description for the Software Support Specialist position at Wente Family Estates?
This role will be within the IT team and will be responsible for managing the resolution of application and system issues that arise across the business. An ideal candidate should have both business skills and technical IT knowledge. This is a hybrid role. Split time both onsite and remote.
With your strong troubleshooting, critical thinking, and social skills, you will support all levels of the organization. You will be part of our Enterprise Application team, collaborating with other team members to resolve issues together.
Essential Functions:
- Possesses detailed/general knowledge of operating systems, devices, applications and software.
- Provides technical support to teams within the organization, and to external clients when required.
- Manages ticketed query system and ensures comprehensive database of queries and resolutions are kept up to date.
- Maintains and updates technical documents and procedures.
- Identifies and resolves technical issues.
- Develops reports for teams across the business.
- Troubleshoots, analyses, and resolves technical issues via phone, web, remote access technologies, and in-person channels.
- Installs, configures, reimages laptop and desktop PCs where appropriate including installing peripheral equipment such as printers, docking stations, monitors and keyboards/mice.
- Takes ownership of day-to-day tasks and ensures all support requests are resolved against SLAs, escalating requests when appropriate.
- Maintains records in technology asset inventory system.
- Proactively learns and trains others on approved corporate product and service technologies.
- Champions internal channels to proactively offer advice and help to peers on solving complex issues.
Qualifications and Skill Sets:
- Bachelor's degree in any of the following: Computer Studies, Information Systems, Business Administration
- Strong problem solver
- Ability to explain complex ideas to those with limited IT and systems knowledge.
- Exceptional verbal and written communication skills
- Listening ability and patience
- Extraordinary customer service and relationship management experience
- Working knowledge of Windows operating systems, Microsoft applications, third-party software packages and system printer software
- Experience with Microsoft office 365 suite of products: Sharepoint, Powerbi, Teams, etc.
What Sets You Apart:
- Experience with PowerApps
- Experience with Power Automate
- Experience with Microsoft Virtualization Technologies
- Experience with SQL Server and Database Administration
- Experience with Structured Query Language (SQL)
- Experience with JD Edwards Enterprise Resource Planning System (ERP)
- IT Certifications
Environmental Conditions: The environment within the office is clean, well-lit and free from extremes of temperature and humidity. At times, will be required to go out-of-doors and into various parts of the winery or retailer/customer environment subjecting the incumbent to variations in temperature and humidity. Minimal physical (lifting or moving a case of product) effort required, and no or very limited exposure to physical risk.
Sustainability Value Statement: Supports our WFE vision, mission and values including sustainability where applicable.