IT Support Technician, Chime

• Experience: 3+ years of hands-on IT support experience in a corporate environment
• Technical Knowledge: Proficient with end-user device management, account administration, and SaaS troubleshooting
• Execution: Proven ability to resolve moderate-complexity tickets efficiently and manage daily workload independently
• Quality Focus: Demonstrated commitment to following SOPs precisely and owning outcomes
• Communication: Clear written and verbal communication skills
• AV Basics: Experience with basic AV support and maintenance for conference rooms

Desirable

• Chime is building a world-class IT Support & Operations organization that delivers exceptional employee experiences while scaling reliably and securely. Our IT team partners closely with employees across the company to ensure technology enables productivity, collaboration, and growth
• As an IT Support Technician II (L2), you will be a proficient and accountable member of the IT Support team, owning technical execution and ensuring high-quality support with care. You will be responsible for resolving moderate-complexity tickets, maintaining established processes, and providing reliable support to local and remote employees. This role emphasizes craftsmanship, ownership of outcomes, and balancing speed with care
• Owns Outcomes: Ensures every ticket or task is fully resolved and documented, demonstrating ownership and accountability for service excellence
• Technical Proficiency: Proficient with end-user device management, account administration, and SaaS troubleshooting
• Quality & Standards: Follows Standard Operating Procedures (SOPs) precisely and contributes by giving feedback to senior team members for SOP improvement
• Troubleshooting: Troubleshoots basic infrastructure problems and understands core IT infrastructure and workflows end-to-end
• Policies: Follows and contributes to IT Policies and knowledge base articles
• Ticket Resolution: Resolves moderate-complexity tickets efficiently and meets service-level targets
• Workload Management: Manages daily workload independently with minimal oversight
• Communication: Communicates clearly and effectively with users and teammates in both written and verbal settings
• AV Support: Provides basic AV support and maintenance for medium to small meetings, including daily sweeps and service desk requests
• Physical Support: Works across multiple IT systems (identity, collaboration, endpoint management) to support individual users' requests and tasks and provides support during business hours at the TechGarden
• Documentation Use: Can locate, understand, and follow directions from IT documentation; highlights inconsistencies and updates as needed
• Client Guidance: Can lead clients to public documentation as a means to solving issues
• Automation Input: Uses existing automation tools to deliver solutions and contributes input on possible improvements
• Escalation: Escalates only complex or admin-blocked requests, knowing when and what to escalate
• Mentorship: Receptive to mentoring and assimilates team, technical, and business knowledge
• Process Adherence: Follows established processes and procedures, escalating when appropriate and learning what kind of detail is needed for each incident type
• Efficiency: Improves team efficiency through proactive process cleanups or documentation updates
• Satisfaction: Maintains excellent internal satisfaction scores
• Contribution: Contributes to small automation or improvement initiatives