IT Support Technician

About the Role

Join our IT Support team at Chime, where you'll be the go-to person for empowering our staff with self-service IT tools while also diving into daily problem-solving adventures. Embrace a role where asking questions isn't just encouraged—it's how we thrive and innovate. You'll find yourself in an environment that cherishes collaboration, offers substantial growth opportunities, and values your unique approach to overcoming technical challenges. With an appreciated position within the company, manageable work hours, and a culture that celebrates every team member's contribution, you'll have the chance to influence not just your own career, but the future of IT support at Chime.

The base salary offered for this role and level of experience will begin at $112,140 and up to $155,800. 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.

In this role, you can expect to

• Respond promptly to Tier 1-2 helpdesk tickets, ensuring resolution within the agreed-upon service level agreements (SLAs). Work collaboratively with the IT team to tackle complex problems and escalate issues to Tier 3 support when necessary.
• Prepare and deliver IT equipment for new employees and conduct IT orientation sessions to ensure they're well-equipped from day one. Establish user accounts and email access, integrate technology seamlessly for new staff, and provide immediate assistance to tackle any IT-related issues.
• Deactivate user accounts, revoke access privileges, and follow data retention policies during employee offboarding. Collect company hardware and perform secure data wipes. Coordinate with HR to keep the offboarding schedule up-to-date and assist exiting employees with data transfers and backups.
• Assess system improvement needs and execute hardware installations and configurations promptly. Troubleshoot any hardware malfunctions and carry out necessary repairs. Oversee maintenance schedules for computer systems and peripherals to ensure optimal performance.
• Manage user access requests and promptly perform password resets, ensuring user identity is verified before granting access or making changes. Assist users with the setup of multi-factor authentication for enhanced security.
• Provide immediate, real-time troubleshooting for various issues including hardware, software, and networking problems. Assist in on-site system configurations or reconfigurations as necessary. Ensure an approachable and welcoming presence at the support desk, delivering step-by-step guidance to staff in a straightforward and comprehensible way.
• Update and maintain internal IT support guides, keeping them consistent with current practices. Document troubleshooting protocols and ensure easy access to step-by-step resolution procedures for the help desk. Collaborate with team members to capture and share documented solutions for reoccurring issues, organizing all IT documentation clearly for different user roles.

To thrive in this role, you have

• Introductory experience in performing basic IT administrative tasks such as laptop configurations, password resets, user permissions changes, and access grants
• Familial knowledge of SaaS technologies, including or similar to Okta, Google Workspace, Jamf, Slack, Altassian, and Zoom
• Proven excellence in the ability to present technical information clearly and concisely to various audiences

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, 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.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off 
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
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