End User Support Technician

JD Power•Troy, MI

2d•Remote

About The Position

The End User Support Technician provides frontline technical support and device provisioning for employees across the organization. This role is responsible for preparing and deploying Windows and Apple devices for new hires, maintaining accurate asset and inventory records, and delivering remote support to resolve end user technical issues. Located in our hardware provisioning hub, this position manages device provisioning, repairs, and replacements - enabling new hires to be productive on day one and keeping current employees operational. This role's impact spans employee productivity and onboarding efficiency across the entire United States. As a fully remote company, our operational efficiency depends on reliable hardware and fast onboarding. This position ensures we can confidently expand our workforce while delivering the responsiveness our customers expect.

Requirements

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, Wi‑Fi, 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.
Excellent communication skills and a customer‑focused approach.
Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.

Nice To Haves

College coursework or certifications in Information Technology, Computer Science, or related fields preferred.
Prior knowledge or experience working with ServiceNow is a plus.

Responsibilities

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 escalate and resolve complex issues.