Senior IT Support Specialist

Legence • San Jose, CA

9d • Onsite

About The Position

For over 50 years, Therma has continued to redefine the mechanical construction landscapes in California. Renowned for outstanding client service and attention to detail, we balance innovative, facility-specific solutions with a pragmatic, cost-conscious approach. Today, the firm employs more than 1,100 people in 3 regional offices, and its clients represent a diverse range of market sectors, including Biopharmaceutical, Education, Healthcare, Food & Beverage, Commercial, Industrial and Data Center facilities. Our culture is open, innovative, collaborative, and fun – all reflected in recognition of Therma as a #1 Best Place to Work on multiple occasions. We create an environment that empowers & challenges employees, giving them the greatest opportunity to succeed.
Location: San Jose, CA. Full-time onsite required. Remote/hybrid option unavailable.
Position Overview
Our IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the Sr. IT Support Specialist is to provide proficient support for all staff. The Sr. IT Support Specialist is responsible for logging incidents and service requests, resolving advanced support requests, and ensuring that service levels and targets are achieved. This role also involves mentoring junior staff and contributing to continuous service delivery improvements. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, in person (for walk-in customers), and self-service. This position will be based out of the San Jose office supporting Therma offices.

Requirements

• Associate's degree in Information Technology or equivalent experience.
• 5+ years of experience within the information technology field, including but not limited to PC and mobile device support.
• Proficiency with the following technologies: Dell Desktops and Laptops, Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint, Apple and Android Tablets and Phones
• Strong problem-solving skills and the ability to troubleshoot advanced IT issues.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Customer-focused attitude with a commitment to providing high-quality service.

Nice To Haves

• Experience with mobile device encryption implementation and management is preferred.
• Experience with IP security camera and video recording server management is preferred.
• Experience with ServiceNow a strongly preferred.

Responsibilities

• Provide proficient IT support and assistance to staff in a prompt, courteous, and empathetic manner.
• Log incidents and service requests accurately using the IT service desk system (ServiceNow).
• Assist users with the operation of hardware such as printers, scanners, and other peripherals.
• Perform advanced troubleshooting and maintenance of desktop computers, laptops, and mobile devices.
• Diagnose and resolve complex software and hardware incidents, including operating systems and a wide range of software applications.
• Escalate issues to higher-level support teams when necessary and follow up to ensure resolution.
• Install and configure new IT equipment and manage the asset lifecycle from assignment to recovery.
• Create and manage user accounts, reset passwords, and ensure data security.
• Maintain a high level of customer service, ensuring all customers are treated efficiently and appropriately.
• Communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Mentor and train junior IT support staff, providing guidance and support as needed.
• Lead IT projects and initiatives, ensuring timely and successful completion.
• Participate in internal training to stay updated with the latest technology and internal system processes.
• Contribute to continuous service delivery improvements and process enhancements.
• Develop and implement IT support policies and procedures.
• Collaborate with senior leadership to develop IT support strategies that align with organizational goals.
• Analyze and address complex IT problems, providing strategic solutions that impact overall functions and sphere of influence.
• Ensure compliance with IT policies, procedures, and best practices.
• Provide technical expertise and guidance on IT-related matters to other departments and teams.
• Evaluate and recommend new technologies and tools to improve IT support services.
• Oversee the management and maintenance of IT infrastructure, including servers, networks, and security systems.
• Coordinate with external vendors and service providers to ensure the delivery of high-quality IT support services.
• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to senior leadership.
• Other duties as assigned

Benefits

• 401(k) Plan with Company Match: Currently match contributions dollar-for-dollar up to 4% of eligible pay; immediate vesting.
• Health & Welfare Benefits: Employer provided medical, dental, vision, prescription drug, Employee Assistance Program and accident & illness coverage.
• Life and Disability Insurance: Employer provided basic life insurance and AD&D valued at 50K coverage amount with the option for voluntary buy up for additional coverage.
• Time Off: Flexible non-accrual vacation (separate from CA sick leave); company holidays per policy.
• Expenses: Business travel and related expenses reimbursed per company policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees