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.

• 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

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.

• 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 Service Now.
• 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.

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 Service Now.
• Basic understanding of TCP/IP networking fundamentals including ping, trace route, 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

• Work involves extensive use of…