IT User Support Specialist - Tier II

At Young’s Market Company, we believe our people are our greatest asset. We pride ourselves on attracting and cultivating the best and brightest talent in the industry. Our Best in Class team of wine and spirits professionals represent a collection of unique life experiences, world views, and ideas all focused on our core values.

The IT User Support Specialist – Tier II will be the first line of support for the end user community in identifying and resolving issues throughout California, Hawaii, Arizona, and the Pacific Northwest. This will include, but is not limited to, issue logging, issue tracking and issue resolution. This position will work closely with all IT departments to ensure effective and timely support service.

* Field, document, monitor, and resolve service requests from end users in California, Hawaii and Arizona, Washington and Oregon and Young’s Market Network. * Provide comprehensive troubleshooting and issue resolution for service requests, which include but are not limited to Sales Force, Red Truck, Diver, AS/400, MS Office, and any other general computer issues either over the phone and walk in. * Serve as a central point of contact for user issues and concerns related to end user support for Red Truck Sales Force, AS/400 hardware and software issues, Diver system and YMCO Intranet. * Manage open tickets utilizing the Service Now system and follow up with all users. * Help define and communicate Help Desk support policy and procedures. * Adhere to all turnaround times/dates. * Continuously expand knowledge of Help Desk support in order to provide current and relevant advice to the company. * Participate in the development and training of new BI and other software systems. * Ship and receive laptops and other equipment daily. * Receive, open, and track all incoming mail. * Answer emails, both Help Desk and individual for end user issues/requests within the two hour response time. * Administer User Profiles to company Intranet and supplier web site administration. * Configure new and loaner laptops for sales force within in the 72 hour turnaround time. * Administrative duties include but not limited to; tracking assets for Young’s Network, check list, and daily task. * All other duties assigned.

**Experience/Education/Requirements:** * Associate’s Degree (A.A.) from an accredited two year college or technical school is required. * A Bachelor's degree from an accredited four year college or university is preferred. * 2 to 5 years of experience in a issue resolution desktop or helpdesk support role is required. * Experience in Microsoft desktop/server software and applications. * Experience with hardware maintenance, and troubleshooting. * Analytical abilities for operations BI and software development. **Communication Skill:** * This position will require the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. This position will also require the ability to respond to common inquiries or complaints from employees, managers, customers, or members of the business community. This position will further require the ability to effectively present information to top management, public groups, and/or boards of directors. This position will require the ability to negotiate, troubleshoot, communicate, manage subordinates, lead people, manage projects, plan, and organize. **Mathematical Skills:** * This position will require the ability to work with mathematical concepts such as probability and statistical inference. This position will also require the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. **Reasoning Ability:** * This position will require the ability to define problems, collect data, establish facts, and draw valid conclusions. This position will also require the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. **License Registration:** * Must possess valid CA driver’s license, reliable vehicle and clean DMV record. **Skills/Abilities:** * Proficient in Microsoft Office Excel, Word, PowerPoint, and Outlook. * Be able to work in a face paced multi-tasked environment. * Ability to function independently and take initiative. * Strong interpersonal skills. * Strong verbal and written communications skills. * Strong communication skills. * Ability to work in an organized manner and with a high degree of accuracy and attention to detail.