Support Operations Technician II

Connecticut Water•San Jose, CA

7d•$35 - $43

About The Position

Founded in 1866, San Jose Water Company is an investor owned water company headquartered in Silicon Valley. With a service area of 140 square miles, it is one of the largest and most technically sophisticated urban water system in the United States. We serve over 1 million people with high quality, life sustaining water, with an emphasis on exceptional customer service. We are actively seeking talented, driven and highly-productive applicants for the position of Support Operations Technician II to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package. This role is responsible for providing Tier II IT support and troubleshooting functions to ensure timely resolution of IT services that support essential business functions of H2O America. This role is primarily responsible for monitoring and resolving escalated service desk incidents/ticketing requests, collaborating with vendors, maintaining inventory, and delivering user training to ensure optimal system performance for employees, contractors, and other staff members.

Requirements

Bachelor’s degree and/or 4 + years of relevant professional experience.
Has Driver’s License.
Strong communication and collaboration skills.
Holds relevant certifications for the team’s need or directed by management.

Responsibilities

Troubleshoots and resolves end user hardware, software and networking issues to ensure optimal performance.
Diagnoses and resolves Tier II performance issues on user systems.
Provides Tier II support for escalated issues from Tier I technicians.
Install, Configure, and Troubleshoot user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
Works with outside consultants and vendors to resolve IT issues.
Installs, configures, and troubleshoots user systems (PC's, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
Remediates user systems to remove malware, spyware, viruses, etc.
Diagnoses and resolves basic network connectivity issues.
Supports migration projects through testing and deployment.
Participated in user onboarding and offboarding by assisting with setup of new user hardware and deploying end user devices, as well as managing equipment returns.
Provides user training in best practices for technology usage and security protocols as needed.
Maintains high level of adherence to cybersecurity principles, ethics practices, and company policies.
Travels to remote sites as needed to provide on-site User Support.
Required to participate in standby or on-call rotation to meet deadlines or address emergencies as needed.
Performs other duties or special projects as or assigned.