End User Services - PC Garage Technician

GM•Warren, MI

About The Position

The Role: The PC Garage is the front line of IT support for employees at General Motors, designed to deliver fast, reliable, and user-friendly service. As a PC Garage Technician, you’ll provide hands-on support for the full lifecycle of end-user hardware, including onboarding, refreshes, offboarding, HW changes, break/fix incidents and accessories. This customer-facing role goes beyond technical troubleshooting. It is about delivering a seamless, high-quality experience to GM employees. From ensuring new hires have 100% of their hardware on Day 1, to helping seasoned employees with incidents, upgrades and replacements, you’ll play a critical role in building confidence and satisfaction with IT services. What You'll Do: Serve as a lead technician for new-hire onboarding hardware to meet the 24-hour SLA and ensure Day 1 readiness. Support the full PC lifecycle: onboarding, refreshes, role changes, upgrades, and offboarding. Image, configure, and verify PCs, laptops, and accessories before deployment. Diagnose and resolve hardware issues, including break/fix support for PCs, laptops, printers, and peripherals. Partner with HR, Talent Acquisition, and IT teams to anticipate onboarding volumes and prepare inventory. Coordinate with asset management, shipping, and support teams to ensure timely delivery, returns, and accurate asset tracking. Deliver customer-facing service within the PC Garage/P(IT) Stop, creating a consistent and professional extension of GM’s Live IT Employee Centers. Transfer user data securely using approved processes and tools. Log all work in ServiceNow and maintain accurate records of assets and activity. Innovate and implement process simplification and automation, to reduce lead times and enhance the customer experience Process reclaimed hardware for redeployment, donation, or disposal in line with company policy. Maintain a secure, organized, and secure workspace while following data security, safety, and asset management standards.

Requirements

Professional and customer-focused demeanor with the ability to communicate effectively with employees at all levels.
Experience building, supporting and staging desktops, laptops, peripherals, and accessories in an enterprise environment.
Strong troubleshooting skills with the ability to resolve hardware failures and recommend solutions.
Familiarity with enterprise IT ticketing systems (e.g., ServiceNow) and asset management tools.
Ability to manage multiple priorities while meeting strict SLAs.
Strong organizational skills with attention to detail and process adherence.
Ability to follow standardized procedures for imaging, repair, and asset handling.
Strong communication and customer service skills.
Ability to work independently and manage multiple tasks.
Physical ability to lift and move equipment.

Nice To Haves

Ability to follow standardized procedures for imaging, repair, and asset handling.
Experience leading onboarding or other lifecycle hardware support in a corporate IT environment.
Exposure to customer service–driven IT models such as walk-up IT support or tech bar concepts.
Knowledge of IT asset lifecycle management and best practices.
Strong collaboration skills across IT, HR, and business functions.

Responsibilities

Serve as a lead technician for new-hire onboarding hardware to meet the 24-hour SLA and ensure Day 1 readiness.
Support the full PC lifecycle: onboarding, refreshes, role changes, upgrades, and offboarding.
Image, configure, and verify PCs, laptops, and accessories before deployment.
Diagnose and resolve hardware issues, including break/fix support for PCs, laptops, printers, and peripherals.
Partner with HR, Talent Acquisition, and IT teams to anticipate onboarding volumes and prepare inventory.
Coordinate with asset management, shipping, and support teams to ensure timely delivery, returns, and accurate asset tracking.
Deliver customer-facing service within the PC Garage/P(IT) Stop, creating a consistent and professional extension of GM’s Live IT Employee Centers.
Transfer user data securely using approved processes and tools.
Log all work in ServiceNow and maintain accurate records of assets and activity.
Innovate and implement process simplification and automation, to reduce lead times and enhance the customer experience
Process reclaimed hardware for redeployment, donation, or disposal in line with company policy.
Maintain a secure, organized, and secure workspace while following data security, safety, and asset management standards.

Benefits

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions.
Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources .

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