Senior IT Support Specialist

Therma · San Jose, CA · 5 days ago

On-siteInformation Technology$85k–$110k/yrFull-time

Position Overview

The Sr. IT Support Specialist plays a central role in handling all IT-related incidents and service requests for Therma's staff. This role includes logging incidents, resolving advanced support requests, mentoring junior staff, and contributing to continuous service delivery improvements.

Role & Responsibilities

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

Qualifications / Requirements

Associate's degree in Information Technology or equivalent experience.
5+ years of experience within the information technology field, including but not limited to PC and mobile device support.
Proficiency with Dell Desktops and Laptops, Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint, Apple and Android Tablets and Phones.
Strong problem-solving skills and the ability to troubleshoot advanced IT issues.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Willingness to learn and adapt to new technologies and processes.
Customer-focused attitude with a commitment to providing high-quality service.
Experience with mobile device encryption implementation and management is preferred.
Experience with IP security camera and video recording server management is preferred.
Experience with ServiceNow is strongly preferred.

Compensation

$85k-$110k, depending on experience. This role is also eligible for an annual performance-based bonus. Bonus eligibility and payout are determined by role, individual performance, and company performance, and are not guaranteed.

About Legence

Legence (Nasdaq: LGN) is a leading provider of engineering, consulting, installation, and maintenance services for mission-critical systems in buildings. The company specializes in designing, fabricating, and installing complex HVAC, process piping, and other mechanical, electrical, and plumbing (MEP) systems—enhancing energy efficiency, reliability, and sustainability in new and existing facilities. Legence also delivers long-term performance through strategic upgrades and holistic solutions. Serving some of the world’s most technically demanding sectors, Legence counts over 60% of the Nasdaq-100 Index among its clients.

Benefits Overview

401(k) Plan with Company Match: Currently match contributions dollar-for-dollar up to 4% of eligible pay; immediate vesting.
Health & Welfare Benefits: Employer provided medical, dental, vision, prescription drug, Employee Assistance Program and accident & illness coverage.
Life and Disability Insurance: Employer provided basic life insurance and AD&D valued at 50K coverage amount with the option for voluntary buy up for additional coverage.
Time Off: Flexible non-accrual vacation (separate from CA sick leave); company holidays per policy.
Expenses: Business travel and related expenses reimbursed per company policy.

Reasons to Apply

If you are passionate about IT support and want to join a company that values innovation, collaboration, and employee growth, then Therma may be the right place for you. We offer a dynamic work environment, competitive compensation, and a comprehensive benefits package. Join our team today and make a difference in the lives of our clients and colleagues!