Sr Technician, End User Support
About The Position
This role supports the continuous and effective operation of corporate systems by resolving end user technical issues promptly and professionally. It primarily involves troubleshooting and repairing client hardware, desktop operating systems, network issues, and peripheral devices. The role differentiates itself by providing expert-level support for Windows and Mac OS computing systems and leading local site operations, including Regional Business Offices, Call Centers, and Retail and affiliate locations for the T-Mobile US Enterprise ensuring connectivity and providing extraordinary customer service in a prompt and professional manner. Success is measured by timely incident resolution, accurate documentation, and adherence to operational standards. The work impacts organizational efficiency and user satisfaction by maintaining reliable technology access and support services.
Requirements
- Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
- Communication Management (Required)
- Computer Hardware (Required)
- Computer Networking (Required)
- Customer Experience (CX) (Required)
- Customer Service (Required)
- Desktop Analytics (Required)
- Hardware Support (Required)
- Mobile Computing Devices (Required)
- Multi-Factor Authentication (MFA) (Required)
- Remote Desktop Applications (Required)
- Root Cause Identification (Required)
- Troubleshooting (Required)
- VPN Access (Required)
- Working Independently (Required)
- Must be 21 with a valid drivers license
- Legally authorized to work in the United States
Nice To Haves
- Acceptable areas of study include Computer Science or related field (Preferred)
- 3 years IT related Field Experience. Hands on experience in computer support, preferably with some experience understanding an Enterprise/Call Center Environment. (Preferred)
- 2 or more current IT professional certifications (Client Hardware, Client Operating System, or Networking within 12 months of hire (Preferred)
- Info Technology Infrastructure Library (ITIL) Current ITIL Foundation within 9 months of hire (Preferred)
- HDI Support Center Analysis (HDI-SCA) HDI Desktop Support Technician- within 6 months of hire (Preferred)
- OEM certifications (Dell, Apple or Lenovo) (Preferred)
Responsibilities
- Resolve incidents and requests related to client hardware, desktop applications, operating systems, network issues, and peripheral devices to maintain system functionality
- Create, review, and approve knowledge base articles to enhance support resources and information sharing
- Identify incident trends, diagnose problems, create problem records, and manage problem resolution to reduce recurring issues
- Manage escalations from the support organization and leadership, ensuring resolution, documentation, and follow-up
- Lead local site operations to ensure compliance with support standards and guide other support staff
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary and compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- free, year-round money coaches
- medical, dental and vision insurance
- a flexible spending account
- employee stock grants
- employee stock purchase plan
- paid time off
- up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up 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 & home internet discounts
- pet insurance
- access to commuter and transit programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
