IT User Support Specialist I

Contra Costa Electric, Inc. is an electrical construction firm that provides a range of electrical and energy services. They are hiring an IT User Support Specialist I to deliver first-line technical assistance to end-users, ensuring smooth operation of hardware, software, and network systems while providing exceptional customer service.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system
• Troubleshoot and resolve common hardware, software, and connectivity issues for on-site and remote users
• Assist with password resets, account creation, and access permissions using both in-person and remote tools
• Guide users through step-by-step solutions via screen-sharing, clear written instructions, or in-person support
• Document all support interactions and resolutions
• Escalate complex or unresolved issues to Level 2 support or specialized teams
• Perform routine maintenance tasks such as software updates, system checks, and peripheral setup
• Support video conferencing and collaboration tools for hybrid meetings (e.g., Microsoft Teams)
• Maintain knowledge of standard IT tools, remote support platforms, and security best practices

Skills

• CompTIA A+ or equivalent certification
• Experience with IT ticketing systems ServiceNow
• Understanding of basic networking concepts (IP, DNS, VPN, Wi-Fi troubleshooting)
• Basic knowledge of operating systems (Windows, macOS) and common office applications
• Proficiency in Microsoft Office 365 Enterprise, including Microsoft Outlook, Office Suite, and Teams
• Familiarity with remote troubleshooting tools (e.g., GoTo Resolve)
• Ability to follow established troubleshooting procedures and prioritize tasks effectively
• High attention to detail and documentation accuracy
• Strong communication and customer service skills in both in-person and virtual environments

Benefits

• Medical, dental, vision, and prescription
• 401k with company match
• Paid vacation, holiday, and sick time.
• Educational assistance

Company Overview

Contra Costa Electric offers total electrical construction, engineering, and facilities and energy services throughout California. It was founded in 1946, and is headquartered in Martinez, California, USA, with a workforce of 201-500 employees. Its website is https://www.ccelectric.com/.

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