Technical Support Specialist

Chevron Federal Credit Union•Concord, CA

7d•Hybrid

About The Position

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.

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.
Minimum two years supporting corporate end user hardware, Microsoft Office 365 applications, particularly Outlook.
High school diploma, GED, or equivalent required.
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.
Ability to follow and adhere to established procedure, 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.
Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
Initiative and self-direction.
Ability to effectively communicate and collaborate with people at all levels.
Sound problem-solving and decision-making ability, including the ability to prioritize.
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

Nice To Haves

At least one year of Active Directory experience is preferred.
Equivalent combinations of education and experience may be considered.

Responsibilities

In a hybrid work environment, provide Level 2 desktop support in troubleshooting common end-end-user hardware and software issue 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.
Assist in the maintenance of meeting room hardware including Poly A/V equipment and iPads.
Participates in 24/7 on-call support rotation as needed.
Other duties as assigned