Senior IT Support & Operations Technician

H2O America; San Jose (CA); On-site; USD 61,000 - 75,000; Full time

Job summary

San Jose Water Company is seeking a Senior Support Operations Technician to join the ITS Support Operations team. This senior role oversees daily service desk activities, supports innovation, and ensures high quality end-user support across employees, contractors, and staff.

You will lead in process improvements, troubleshoot issues with LAN/WAN/WLAN, deploy hardware and software, manage vendor relationships, and contribute to cybersecurity practices while maintaining reliable, secure

Qualifications

• Bachelor’s degree and/or 6+ years of relevant professional experience.
• Has Driver’s License.
• Holds relevant certifications required for the team’s need or directed by management.
• Strong communication and leadership skills.
• Demonstrated project management skills.

Responsibilities

• Oversee daily service desk operations to ensure effective customer service.
• Diagnose and resolve escalated performance issues on client systems.
• Utilize a ticket tracking application and provide metrics to track effectiveness.
• Manage and prioritize tickets and projects to provide effective client support.
• Perform project-based work including process improvement, feasibility analysis, testing, scripting, and software evaluation.
• Remediate client system protection measures to remove malware and security threats.
• Diagnose and resolve network connectivity issues across LAN/WLAN/WAN/WWAN with Network Engineer support.
• Install, configure, and troubleshoot user systems and software applications.
• Create and maintain client network and email accounts, security groups, and distribution lists.
• Install, configure, and troubleshoot VoIP phones and related communications.

Skills

Strong communication

Leadership

Project management

Education

Bachelor’s degree and/or 6+ years of relevant professional experience

Driver’s license

Job description

San Jose Water Company is seeking a Senior Support Operations Technician to join the ITS Support Operations team. This senior role oversees daily service desk activities, supports innovation, and ensures high quality end-user support across employees, contractors, and staff.

You will lead in process improvements, troubleshoot issues with LAN/WAN/WLAN, deploy hardware and software, manage vendor relationships, and contribute to cybersecurity practices while maintaining reliable, secure