System Support Specialist II

**You must be a current resident of Northern California to meet qualifications for this role**

Vessco Water is a nationwide family of companies that provides comprehensive water and wastewater treatment solutions, products, and services across the United States. The organization is one of the largest full-service distributors in the water treatment equipment industry, offering everything from process equipment, flow control, and automation to pump systems, parts, design support, and aftermarket services for municipal and industrial customers. Its synergistic model brings together numerous specialized regional companies to deliver innovative, value-added solutions that help clean, deliver, and reclaim water for millions of people daily.

ROLE AND RESPONSIBILITIES
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.
• 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

QUALIFICATIONS 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 configurationo 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
• Willingness to travel occasionally (optional, not required)

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasional light lifting (20-25 lbs.), office environment. Regularly required to sit or stand, reach, bend, and move about the facility

The work environment characteristics described here represent those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Office: Standard office equipment; work usually performed in an office setting free from disagreeable elements. Standard weekly job hours: 40 hours

This position will sit onsite in Benicia, CA with multi-site visits to our Platform Partners in surrounding cities. 

COMPENSATION: The hourly rate for this role will be $30-$35 per hour. Dependent on experience. 

Benefits: 

• Health insurance

• 401(k)

• Dental insurance

• Life insurance

• Paid time off

• Vision insurance

We are an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.

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