IT Support Technician II (On-site)

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.

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. 

• 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.

• 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.

• Familiarity with ITSM tools like Jira Service Desk and documentation platforms like Confluence.
• Experience with the common Chime tech stack administration (e.g., G-Workspace, Slack, Atlassian).
• Experience with end-to-end IT infrastructure workflows.
• A background in contributing to knowledge base articles and SOPs.

#LI-Onsite #LI-JL1

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.