Technical Support Specialist

Chevron Federal Credit Union · Concord, CA · 3 wk ago

Information Technology$27.73–$38.13/hrFull-time

General Summary

The Technical Support Specialist provides Level 2 end user support for remote and hybrid workforce environments. Responsibilities include installing, configuring, troubleshooting, and supporting computer hardware, mobile devices, operating systems, Office 365 applications, printers, softphone technologies, and enterprise applications. Supports users through Zoom, remote access tools, and phone support while delivering timely and accurate issue resolution.

Position Duties & Functions

In a hybrid work environment, provide Level 2 desktop support in troubleshooting common end-user hardware and software issues at desk side or remotely in an environment that includes but not limited to: Active Directory/Entra, Windows 11, Office 365, Zoom, remote access VPN, and wireless networks.
Ensure that all tickets are logged, resolved/assigned for resolution, prioritized, and tracked, and communicated timely and appropriately.
Participate in the installation, configuration, upgrade, and deployment of end user hardware (laptop, desktop, monitor, mobile devices and peripherals) and software.
Procure, provision, and manage IT assets throughout the hardware lifecycle. Maintain accurate inventory and asset records within ServiceNow.
Troubleshoot basic network issues of end user workstations and branch equipment.
Create and maintain technical documentation, procedures, and end user knowledge base articles.
Create and administer software deployment packages and jobs using Ivanti Neuron and Intune.
Aid in the maintenance of meeting room hardware including Poly A/V equipment and iPads.
Participates in 24/7 on-call support rotation as needed.

Position Requirements

2+ years of technical or desktop support experience in a Windows enterprise environment required.
Experience supporting remote and hybrid users using enterprise remote management tools such as Ivanti Neurons and Intune.
Experience managing incidents, requests, and IT assets within ServiceNow.
Basic understanding of TCP/IP networking fundamentals including ping, traceroute, and DNS.
At least one year of Active Directory experience is preferred.
Minimum two years supporting corporate end user hardware, Microsoft Office 365 applications, particularly Outlook.
High school diploma, GED, or equivalent required.

Knowledge and Skills

Strong troubleshooting, customer service, written communication, and problem-solving skills.
Proficient in Windows environments, Zoom and Office 365 applications including Outlook, Word, and Excel.
The ability to perform core job duties with little supervision.
The ability to follow and adhere to established procedures, quickly learn new technologies including AI-enabled workplace tools.
Strong organizational skills with the ability to prioritize multiple tasks effectively.
Excellent verbal and written communication skills with both technical and non-technical users.

Competencies

Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
Initiative and self-direction.
The ability to effectively communicate and collaborate with people at all levels.
Sound problem-solving and decision-making ability, including the ability to prioritize.
The ability to understand and align with our core competencies through daily projects and tasks: Growth Mindset, Diversity & Inclusion, Communication, Change Ready, Leadership, Responsibility, Problem Solving, Tech & Data Savvy, CU Business Acumen.

Physical Demands

Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required. May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds. Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies. Flexibility to work early morning, weekend and on-call schedules as needed. Able to be physically onsite for at least two out of the five days of the week for support and projects.

Pay and Benefits

Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers. Pay Range: $27.73 - $38.13 This position is eligible to participate in the Corporate Incentive Plan. Annual incentive opportunity ranges from 0–8% of incentive eligible earnings, based on a combination of institutional performance (0–2%) and individual performance (0–6%). Incentive payments are discretionary and subject to approval.