IT User Support Specialist I

We are an electrical construction firm offering total electrical construction engineering facilities maintenance utility sound and communications and renewable energy services. We combine broad electrical and energy systems expertise with a strong commitment to quality service and total customer satisfaction.

Contra Costa Electric is hiring for an IT User Support Specialist I. The IT User Support Specialist I provides first-line technical assistance to end-users both on-site and remotely. This role ensures smooth operation of hardware software network systems and company mobile devices (cell phones tablets etc) by diagnosing and resolving basic IT issues delivering exceptional customer service and supporting a flexible work environment and in some urgent or emergency situations may be required to work overtime.

• 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.

To perform this job successfully the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PREFERRED EDUCATION AND EXPERIENCE

• CompTIA A or equivalent certification.
• Experience with IT ticketing systems ServiceNow
• Understanding of basic networking concepts (IP DNS VPN Wi-Fi troubleshooting).

COMPUTER SKILLS

• 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)

REQUIRED COMPETENCIES

The requirements listed below are representative of characteristics and demonstrated capabilities sought to perform this job successfully.

• 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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands of this position are those associated with working in a typical office environment.

While performing the duties of this job the employee is regularly required to sit see talk and hear. This role requires communicating verbally and in writing one on one in small groups as well as presenting to larger groups of employees. This role requires the ability to work at a computer (reading and keying) for extended periods of time. The employee must move within the office to retrieve files and meet with employees in their offices or conference room. The employee is regularly required to walk reach with hands and arms climb or balance and stoop kneel or crouch. The employee may occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by the job include close vision distance vision peripheral vision depth perception and the ability to adjust focus.

CONTRA COSTA ELECTRIC INC. is and EMCOR company and offers a full benefit package including:

• Medical dental vision and prescription
• 401k with company match
• Paid vacation holiday and sick time.
• Educational assistance
• Salary based on experience and qualifications.
• Hourly Range from $25.00 to $37.00

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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