Help Desk II

Sonoma Media Investments   Santa Rosa, CA   Full-time     Information Services / Technology (IT)
Posted on April 25, 2022
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Sonoma Media Investments is seeking an experienced full-time help desk professional to join our IT team, providing technical support for the computer systems used throughout our company.  The ideal candidate will be a self-starter who delivers excellent customer service and a positive user experience.  This position is the first point of contact for requesting IT service. 


Essential job functions include the following:

  • Primary point of contact for IT service requests
  • Receive, diagnose, and resolve Level-1/2 requests
  • Receive, diagnose, and escalate Level-2/3 requests
  • Hands-on implementation of hardware and software
  • Structured and unstructured user training
  • Ticket processing, maintenance, and management
  • Responsive user support
  • Identify and recommend improvements and innovations
  • Occasional after-hours support


Job Requirements:

  • 2-3 years of experience in a business environment, supporting Windows and Mac endpoints
  • 2-3 years of experience interacting with and supporting users of all levels
  • Office 365, Intune, and SharePoint experience
  • Ticket system experience
  • Remote support experience
  • Microsoft 365 and Exchange administration familiarity a plus
  • Windows and virtual network familiarity a plus
  • VOIP telephony familiarity a plus
  • SaaS and cloud environments and software experience a plus
  • Experience in 24x7 deadline-driven environment; media and printing preferred
  • Occasional travel to company sites in Sonoma County
  • AS/AA degree in IT or equivalent field experience
  • Valid California State Driver’s License with no serious driving offenses
  • Reliable source of transportation with proof of insurance


Sonoma Media Investment values the contribution of our employees and offers a competitive compensation plan. We also offer an array of benefits, including medical, dental, vision, 401K and Paid Time Off. Any job offer is conditional upon satisfactorily completing a pre-employment background investigation.


To be considered please apply on our company career page at