Technician, End User Support

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
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. The work directly impacts organizational productivity and customer experience by ensuring reliable technology functionality and connectivity.

Job Responsibilities:

• 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

Education and Work Experience:

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Computer Science or related field (Preferred)
• Less than 2 years 1-year related IT Field experience. Hands on Enterprise experience in computer support (Preferred)
• Less than 2 years 1-year related IT Field experience. Experience understanding an Enterprise/Call Center or Retail Environment (Preferred)

Knowledge, Skills and Abilities:

• 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)

Licenses and Certifications:

• HDI Support Center Analysis (HDI-SCA) 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:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $23.76 - $42.86

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ362449&paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be 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 upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.