End User Support Technician

Job Description

Title: End User Support Technician (P3)

Location: Troy, Michigan

Reports to: End User Support Team Lead

Vacancy: Existing Vacancy

• Prepare, image, configure, and deploy Windows and macOS devices for new and existing users both remotely and in-office.
• Set up user profiles, required applications, security configurations, and hardware accessories.

• Provide timely remote support for hardware, software, and account related issues.
• Troubleshoot and resolve problems involving operating systems, applications, connectivity, and peripherals.
• Handle incoming support tickets, calls, and emails with a strong customer service mindset.

• Maintain accurate records of all hardware, software, and peripheral assets.
• Track device assignments, returns, repairs, and lifecycle status.
• Assist with inventory audits and procurement coordination.

• Support Microsoft 365 applications across Windows, macOS, and mobile platforms.
• Perform installs, moves, adds, and changes (IMAC) as needed.

• Work with third party vendors for hardware repairs, warranty claims, and equipment procurement.
• Collaborate with internal IT teams to escalating and resolving complex issues.

• College coursework or certifications in Information Technology, Computer Science, or related fields preferred.
• Experience supporting desktop, laptop, and mobile hardware in a business environment.
• Strong working knowledge of Windows 11, macOS, iOS, and Android.
• Understanding of networking fundamentals, including TCP/IP, WiFi, and VPN connectivity.
• Hands‑on experience with hardware troubleshooting and peripheral setup.
• Ability to follow technical documentation, procedures, and OEM guides.
• Strong analytical and problem‑solving skills.
• Prior knowledge or experience working with Service Now is a plus.
• Excellent communication skills and a customer‑focused approach.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.

This position has a starting salary range of $60,000 - $65,000 USD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee's pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Should you require accommodations during the recruitment and selection process, please reach out to