Support Operations Technician II

CTwater; San Jose (CA); On-site; USD 48,000 - 59,000; Full time

Job summary

San Jose Water Company is seeking a Support Operations Technician II to provide Tier II IT support and ensure reliable services for employees and contractors. The role focuses on monitoring and resolving escalated service desk incidents, coordinating with vendors, maintaining inventory, and delivering user training to uphold security and performance standards.

The position emphasizes troubleshooting hardware, software, and networking issues, plus on-site support at San Jose Water Company

Qualifications

• Bachelor’s degree and/or 4+ years of relevant professional experience.
• Driver’s License required.
• Strong communication and collaboration skills.

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 (PCs, laptops, printers, tablets, smartphones, Windows OS, applications).
• Work with outside consultants and vendors to resolve IT issues.
• Remediates malware, spyware, viruses, etc. on user systems.
• Diagnoses and resolves basic network connectivity issues.
• Supports migration projects through testing and deployment.

Skills

Communication

Collaboration

Driver's license

Certifications

Education

Bachelor’s degree

Job description

Job Title: Support Operations Technician II

Requisition ID: req1168

Type of Employment: Regular Full-Time Employee

Job Openings: 1

Compensation Range: 35.00 - 43.00

Compensation Type: Hourly Wage

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.

Position Overview

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.

Key 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 required or assigned.

Minimum Qualifications

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

EEO Statement

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.