Technician, End User Support

Job Overview

At T‑Mobile, we invest in YOU! Our Total Rewards Package ensures that employees receive a competitive base salary and a comprehensive compensation package. Employees enjoy annual stock grants, an employee stock purchase plan, a 401(k), and access to free, year‑round money coaches.

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 contributions 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 a combination of education and experience deemed equivalent (Required).
• Acceptable areas of study include Computer Science or related field (Preferred).
• Less than 2 years of related IT field experience. Hands‑on enterprise experience in computer support (Preferred).
• Less than 2 years of related IT field experience. Experience understanding 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 one year of hire (Preferred).
• OEM Certification – Dell, Lenovo, or Apple within six months (Preferred).
• At least 21 years of age.
• Legally authorized to work in the United States.

Travel is required.

DOT Regulated Position:
No. Safety Sensitive Position:
No.

Base Pay Range: $23.76 – $42.86. Corporate Bonus Target: 10%.

The pay range above is the general base pay range for a successful candidate in the role. The actual starting pay will vary within this range based on location, qualifications, and experience.

Full and part‑time employees have access to the same benefits when eligible. We cover medical, dental, and vision insurance; flexible spending account; 401(k); employee stock grants; employee stock purchase plan; paid time off and up to twelve paid holidays for new full‑time employees and about two and a half weeks for new part‑time employees; paid parental and family leave; family building benefits;

backup care; enhanced family support; childcare subsidy; tuition assistance; college coaching; short‑ and long‑term disability; voluntary AD&D coverage; voluntary accident coverage; voluntary life insurance; voluntary disability insurance; voluntary long‑term care insurance; mobile service and home internet discounts; pet insurance; and access to commuter and transit programs. Eligible…