IT Support Technician II (On-site)

<h2><span style="font-family: helvetica, arial, sans-serif;"><strong>About the role</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">Chime is building a world-class IT Support &amp; 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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">As an <strong>IT Support Technician II</strong><strong>&nbsp;(L2)</strong>, 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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">The hourly range offered for this role and level of experience will begin at $34.62 to $48.08 per hour. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.&nbsp;</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>In this role, you can expect to</strong></span></h2> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Accountability &amp; Technical Craft</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Owns Outcomes:</strong> Ensures every ticket or task is fully resolved and documented, demonstrating ownership and accountability for service excellence.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Technical Proficiency:</strong> Proficient with end-user device management, account administration, and SaaS troubleshooting.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Quality &amp; Standards:</strong> Follows Standard Operating Procedures (SOPs) precisely and contributes by giving feedback to senior team members for SOP improvement.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Troubleshooting:</strong> Troubleshoots basic infrastructure problems and understands core IT infrastructure and workflows end-to-end.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Policies:</strong> Follows and contributes to IT Policies and knowledge base articles.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>End-User Support &amp; Execution</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Ticket Resolution:</strong> Resolves moderate-complexity tickets efficiently and meets service-level targets.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Workload Management:</strong> Manages daily workload independently with minimal oversight.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Communication:</strong> Communicates clearly and effectively with users and teammates in both written and verbal settings.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>AV Support:</strong> Provides basic AV support and maintenance for medium to small meetings, including daily sweeps and service desk requests.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Physical Support:</strong> 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.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Autonomy and Growth</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Documentation Use:</strong> Can locate, understand, and follow directions from IT documentation; highlights inconsistencies and updates as needed.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Client Guidance:</strong> Can lead clients to public documentation as a means to solving issues.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Automation Input:</strong> Uses existing automation tools to deliver solutions and contributes input on possible improvements.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Escalation:</strong> Escalates only complex or admin-blocked requests, knowing when and what to escalate.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Mentorship:</strong> Receptive to mentoring and assimilates team, technical, and business knowledge.</span></li> </ul> <h3><span style="font-family: helvetica, arial, sans-serif;"><strong>Business &amp; Member Outcomes</strong></span></h3> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Process Adherence:</strong> Follows established processes and procedures, escalating when appropriate and learning what kind of detail is needed for each incident type.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Efficiency:</strong> Improves team efficiency through proactive process cleanups or documentation updates.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Satisfaction:</strong> Maintains excellent internal satisfaction scores.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Contribution:</strong> Contributes to small automation or improvement initiatives.</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>To thrive in this role, you have</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Experience:</strong> 3+ years of hands-on IT support experience in a corporate environment.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Technical Knowledge:</strong> Proficient with end-user device management, account administration, and SaaS troubleshooting.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Execution:</strong> Proven ability to resolve moderate-complexity tickets efficiently and manage daily workload independently.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Quality Focus:</strong> Demonstrated commitment to following SOPs precisely and owning outcomes.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Commun