Technical Support Specialist

Chevron Federal Credit Union is one of the top-run credit unions in the country - and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement

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-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

POSITION REQUIREMENTS

EXPERIENCE and EDUCATION

• 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.
• Equivalent combinations of education and experience may be considered.

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.
• 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.

COMPETENCIES

• 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

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.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SALARY 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.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance.

CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.

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