End User Services – Onsite IT Support Technician

GM•Pasadena, CA

6h•Onsite

About The Position

The Role General Motors is seeking a highly motivated and skilled Onsite IT Support Technician to provide comprehensive end-user support and maintain our IT infrastructure. This role involves troubleshooting a wide range of hardware and software issues, ensuring seamless operations for our employees. What You'll Do Provide hands-on, in-person technical support to General Motors employees for hardware, software, and network-related issues. Diagnose and resolve technical problems with desktop computers, laptops, mobile devices, printers, and other peripheral equipment. Install, configure, and maintain operating systems (primarily Microsoft Windows and some Mac OS) and a variety of business applications. Manage user accounts and permissions within Active Directory (AD) including password resets, account creation, and group modifications. Manage accessories and other hardware inventory for users while keeping asset management systems accurate and up to date. Perform basic network troubleshooting, including connectivity issues, and collaborate with Infrastructure/Telecom teams for complex network problems. Utilize System Management Tools for software deployment, inventory management, and remote troubleshooting. Adhere to ITIL Methodologies for incident, problem, and change management processes. Document technical issues, resolutions, and procedures clearly and concisely. Communicate effectively with end-users, providing clear explanations and setting appropriate expectations for issue resolution. Participate in IT projects as needed, including hardware refreshes, software upgrades, and office moves.

Requirements

1-4 years of experience in an IT support role, preferably in an onsite end-user support capacity.
Experience with ServiceNow or a similar ticket platform for management of incidents, requests and tasks.
Strong proficiency in troubleshooting and supporting Microsoft Windows and Mac OS operating systems.
Experience with Active Directory (AD) for user and group management.
Familiarity with ITIL Methodologies and best practices for IT service management.
Basic understanding of Network Operations and common networking protocols.
Experience with System Management Tools for IT asset management and software distribution.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
Strong problem-solving and analytical skills with a focus on efficient and effective issue resolution.
Ability to work independently and as part of a team in a fast-paced environment.

Nice To Haves

Bachelors degree in Computer Science or equivelent professional experience.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Responsibilities

Provide hands-on, in-person technical support to General Motors employees for hardware, software, and network-related issues.
Diagnose and resolve technical problems with desktop computers, laptops, mobile devices, printers, and other peripheral equipment.
Install, configure, and maintain operating systems (primarily Microsoft Windows and some Mac OS) and a variety of business applications.
Manage user accounts and permissions within Active Directory (AD) including password resets, account creation, and group modifications.
Manage accessories and other hardware inventory for users while keeping asset management systems accurate and up to date.
Perform basic network troubleshooting, including connectivity issues, and collaborate with Infrastructure/Telecom teams for complex network problems.
Utilize System Management Tools for software deployment, inventory management, and remote troubleshooting.
Adhere to ITIL Methodologies for incident, problem, and change management processes.
Document technical issues, resolutions, and procedures clearly and concisely.
Communicate effectively with end-users, providing clear explanations and setting appropriate expectations for issue resolution.
Participate in IT projects as needed, including hardware refreshes, software upgrades, and office moves.