System Support Specialist II

Vessco Water • Benicia, CA

3d • Onsite

About The Position

The primary objective of the System Support Specialist II is to provide Tier 2 hardware, software, and systems support while delivering a high level of customer service to users across the Vessco Holdings platform. This role serves as an escalation point for Tier 1 issues and is expected to independently resolve more complex technical problems. Support is provided in person, over the phone, via email, or through remote screen-sharing tools. In addition to advanced troubleshooting, the System Support Specialist II plays a key role in user access management, endpoint configuration, and ongoing system support. This role collaborates closely with other IT team members to improve processes, standardize solutions, and ensure a reliable end-user experience across the organization.

Requirements

• At least 2 years of experience in IT support, help desk, or a similar technical role
• Demonstrated ability to resolve technical issues independently and handle escalated support requests
• Working knowledge or experience with the following is required: Microsoft Windows
• Microsoft Office 365 Suite
• Microsoft Active Directory and Azure AD
• PC and laptop hardware troubleshooting and configuration
• Printers and multi-function devices
• Apple iPhones and mobile device support
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Strong troubleshooting and problem-solving skills with a customer-focused mindset
• Ability to prioritize tasks and manage multiple support requests effectively
• Self-motivated with a desire to improve systems, processes, and personal technical skills
• Comfortable working in a small, collaborative, and growing IT team

Nice To Haves

• Willingness to travel occasionally (optional, not required)

Responsibilities

• Provide Tier 2 IT support for hardware, software, and systems issues, including escalations from Tier 1
• Diagnose and resolve more complex technical issues with minimal supervision
• Support and maintain user accounts, access, and permissions, including complex changes and troubleshooting
• Partner with HR and IT on onboarding and offboarding processes to ensure accurate and timely system access
• Prepare, image, configure, and troubleshoot laptops and other end-user devices
• Assist with standardization, documentation, and continuous improvement of IT support processes
• Collaborate with IT team members to ensure consistent, timely, and scalable support across all partner companies
• Contribute to knowledge base documentation and provide guidance or mentoring to Tier 1 team members as needed
• Perform additional duties and responsibilities as assigned

Benefits

• Health insurance
• 401(k)
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed