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From maker to market, Encompass is revolutionizing how technology supports the modern beverage industry–from winemaking with our vintrace solution to beverage production and distribution with our Encompass solutions, we are unlocking new levels of growth and efficiency for our customers across the entire three-tier beverage supply chain. Join our team of technology & beverage professionals as we drive innovation and modernization in one of the world’s oldest, and most passionate industries.
Summary
Encompass is seeking a dedicated and customer oriented IT Help Desk and Network Administrator to join our team. Reporting to our VP of Technology, the IT Manager will be responsible for providing technical support to end-users, troubleshooting hardware and software issues, managing network infrastructure, and ensuring the smooth operation of our IT systems. This role requires strong problem-solving skills, excellent communication abilities, and a passion for technology. This position will also be responsible for assisting in the budget planning process to define systems needed to achieve the company’s goals.
Duties & Responsibilities
Essential Functions of the role include:
Technology
- Provide first-level support for IT-related issues via phone, slack, email, or in-person.
- Diagnose and resolve hardware, software, and network problems.
- Assist with setting up and configuring computer systems, printers, and other peripherals.
- Maintain inventory of company software and hardware assets, employee to hardware assignments, and any corresponding contracts/agreements.
- Identify and procure new and replacement hardware, software and services as needed.
User Assistance
- Respond promptly to support requests and document the resolution process.
- Educate users on best practices and provide training on various software applications.
- Manage user accounts, permissions, and access rights.
Maintenance & Troubleshooting
- Perform regular maintenance on IT equipment, including updates and patches.
- Monitor system performance and manage backup processes.
- Collaborate with other IT staff to resolve complex technical issues.
Network Administration
- Monitor and maintain network infrastructure, including routers, switches, firewalls, and wireless access points.
- Work closely with the VP of Technology and Security Engineers to maintain company software and security standards. Ensure network security by implementing and managing firewalls, VPNs, and intrusion detection systems.
- Troubleshoot network connectivity issues and optimize network performance.
- Maintain and update network documentation, including diagrams and configurations.
- Oversee and determine timeframes for major IT projects including upgrades, migrations, and outages
- Assist with network upgrades and expansions.
Documentation and Reporting
- Maintain accurate records of support requests and resolutions.
- Create and update technical documentation and user guides.
- Report on recurring issues and suggest improvements to prevent future problems.
Continuous Improvement
- Stay current with new technologies and industry trends.
- Participate in ongoing training and development opportunities.
- Contribute to the development of IT policies and procedures.
- Other duties as assigned by the VP of Technology.
Qualifications
General Requirements:
- Experience with Network Administration
- Strong support knowledge of Google Workspace, Microsoft 365, desktop/mobile OS and hardware as well as audio/visual support experience
- Experience with iOS, Android and MacOS platform support
- Work with and manage systems in a large scale, high availability environment
- Excellent written and verbal communication skills
- Ability to prioritize tasks and projects autonomously
- Ability to communicate with cross-functional teams spanning multiple time zones
- Continuous improvement mindset – constantly looking at processes and how we can automate, upgrade for efficiency purposes, etc.; is never satisfied with the status quo
- Ability to work in a fast-paced environment, managing competing priorities
- Ability to stay current with emerging technologies and industry trends
- Strong customer service orientation.
- Ability to work independently and as part of a team.
- Detail-oriented with strong organizational skills.
Educational Requirements:
- Bachelor’s degree in Information Technology, Computer Networking, Computer Information Systems, or equivalent experience.
- 3+ years of experience in a help desk or technical role.
- Experience in network administration and management is a plus.
Knowledge, Skills & Abilities:
- Network infrastructure, protocols, firewalls, VPNs, and wireless technologies.
- IT service management tools and practices (e.g., ITIL, incident management).
- Budget planning and vendor management experience.
Additional Details
Location: We are a hybrid work environment. This role will be located in our Fort Collins office.
Travel: This position may require occasional travel.
Compensation: This role will receive a competitive salary + bonus + benefits. The salary for US-based employees located in the below markets may expect offers in the below ranges for this role.
Salary Range: $70,000 - $88,000 plus bonus program
A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.
If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.
Our Values
Our values shape the way we work together and serve our customers. They provide insight into our goals of disrupting the industry, figuring out better solutions, and doing so as part of a fast-paced, cohesive, fun-loving, and supportive team.
- Do the Right Thing
- Win Together
- Iterate & Learn
- Own It
- Be You
BeYou@Encompass
At Encompass, we aim for all of our employees to feel engaged, valued, and free to be who they are at work. We celebrate multiple approaches and points of view. We are committed to growing and empowering a diverse and inclusive community and believe that a team that works together with diverse lived experiences will strengthen our organization.
We are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
