Technician, End User Support

Pay

Base pay range: $23.76 – $42.86 per hour.

Corporate Bonus Target: 10% of eligible earnings in the prior year.

Successful candidates may also be eligible for an annual bonus or periodic sales incentive based on role, performance, and location.

• Health, dental, and vision insurance
• Flexible spending account and 401(k) with company match
• Employee stock grants and employee stock purchase plan
• Paid time off and paid holidays (up to 12 paid holidays for full‑time employees)
• Paid parental and family leave, family building benefits, and back‑up care
• Tuition assistance and college coaching
• Disability coverage and voluntary AD&D, accident, life, and long‑term care insurance
• Mobile service, home internet, pet insurance, and commuter/transit programs

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.

• 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 equivalent education and experience (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 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) or HDI Desktop support technician within 1 year of hire (Preferred).
• OEM certification – Dell, Lenovo, or Apple within 6 months (Preferred).

• At least 21 years of age.
• Legally authorized to work in the United States.

Travel required:

Yes.

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

T‑Mobile USA, Inc. is an Equal Opportunity Employer. All employment decisions are 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 on these factors is wholly inconsistent with how we do business and will not be tolerated.

We welcome employees with disabilities. If you need a reasonable accommodation at any point in the application or interview process, please contact Applic or call 1‑844‑873‑9500. This contact channel is not a means to apply for or inquire about a position and we cannot respond to non‑accommodation related requests.