Technician, End User Support

Job Overview

This role provides essential technical support to maintain continuous operation of end user systems across multiple business locations. It primarily involves delivering tier 1 and tier 2 onsite and remote support for hardware, software, network, and peripheral devices. The role requires strong analytical and troubleshooting skills to resolve incidents, problems, and requests efficiently. Success is measured by timely resolution of technical issues, adherence to support processes, and contribution to knowledge management.

The work directly impacts organizational productivity and customer experience by ensuring reliable technology functionality and connectivity.

• Provide tier 1 and tier 2 onsite and remote support to resolve incidents, problems, and service requests promptly.
• Diagnose, troubleshoot, repair, and resolve issues with end user systems, approved software, network, wireless, and peripheral devices.
• Implement, replace, and decommission systems while providing training on new technologies as needed.
• Participate in problem management and contribute to the knowledge management system to improve support processes.
• Manage escalations within and outside the support organization, documenting resolutions and follow‑up actions.
• Execute project‑related tasks including equipment installations, moves, changes, decommissioning, and onsite support activities.
• Also responsible for other duties/projects as assigned by business management as needed.

• Bachelor's Degree or combination of education and experience deemed equivalent (Required).
• Preferred areas of study include Computer Science or related field.
• 1 year of related IT field experience; hands‑on enterprise experience in computer support (Preferred).
• 1 year of related IT field experience, preferably in an Enterprise/Call Center or Retail Environment (Preferred).

• Communication Management (Required)
• Computer Hardware (Required)
• Computer Networking (Required)
• Customer Experience (CX) (Required)
• Customer Service (Required)
• End User Support (Required)
• Equipment Installations (Required)
• Hardware Support (Required)
• Network Support (Required)
• Operating System Concepts (Required)
• Root Cause Identification (Required)
• Software Installations (Required)
• Troubleshooting (Required)
• Working Independently (Required)

• HDI Support Center Analysis (HDI‑SCA) – HDI Desktop support technician within 1 year of hire (Preferred).
• OEM Certification – Dell, Lenovo, or Apple within 6 months (Preferred).
• At least 18 years of age.
• Legally authorized to work in the United States.

Travel required:

Yes.

DOT regulated position:
No. Safety sensitive position:
No.

Base pay range: $23.76 – $42.86. Corporate bonus target: 10%.

A comprehensive benefits package includes medical, dental, vision, flexible spending account, 401(k), employee stock grants and purchase plan, paid time off, holidays, parental leave, family building benefits, backup care, tuition assistance, disability and life insurance, mobile and home internet discounts, pet insurance, and commuter and transit programs.

T‑Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law.

Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

To request reasonable accommodation at any point in the application or interview process, email Applic