Senior IT Support Specialist - Therma

Therma; San Jose (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in California is seeking a Senior IT Support Specialist to provide exceptional IT support. The role involves troubleshooting hardware and software issues, mentoring junior staff, and contributing to service improvements. This position is full-time and based in San Jose, CA.

Qualifications

• 5+ years of experience in IT, including PC and mobile device support.
• Proficiency with Dell Desktops, Microsoft technologies, and mobile devices.

Responsibilities

• Provide IT support and assistance to staff promptly and courteously.
• Log incidents and service requests using ServiceNow.
• Mentor junior IT support staff.

Skills

Problem-Solving

Communication

Customer Focus

Education

Associate's degree in Information Technology

Tools

ServiceNow

Microsoft Active Directory

O365

Apple and Android Devices

Job description

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Therma, a Legence Company
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. 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 San Jose supporting Therma North offices.

Role & Responsibilities

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

Qualifications / Requirements

1. Associate's degree in Information Technology or equivalent experience.
2. 5+ years of experience within the information technology field, including but not limited to PC and mobile device support.
3. 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
4. Strong problem-solving skills and the ability to troubleshoot advanced IT issues.
5. Excellent verbal and written communication skills.
6. Ability to work independently and as part of a team.
7. Willingness to learn and adapt to new technologies and processes.
8. Customer-focused attitude with a commitment to providing high-quality service.
9. Experience with mobile device encryption implementation and management is preferred.
10. Experience with IP security camera and video recording server management is preferred.
11. Experience with ServiceNow is strongly preferred.

We are unable to provide immigration sponsorship for this position.