Technician, End User Support

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures employees receive a competitive base salary and compensation package, along with multiple wealth-building opportunities through an annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.

About the role

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.

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
• Perform other duties/projects as assigned by business management

Requirements

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Computer Science or related field (Preferred)
• 1-year related IT field experience with hands-on enterprise experience in computer support (Preferred)
• Experience understanding an Enterprise/Call Center or Retail Environment (Preferred)
• Legally authorized to work in the United States
• At least 21 years of age

Skills

• Communication Management
• Computer Hardware
• Computer Networking
• Customer Experience (CX)
• Customer Service
• End User Support
• Equipment Installations
• Hardware Support
• Network Support
• Operating System Concepts
• Root Cause Identification
• Software Installations
• Troubleshooting
• Working Independently

Licenses and Certifications

• HDI Support Center Analysis (HDI-SCA) (Preferred)
• HDI Desktop Support Technician – within 1 year of hire (Preferred)
• OEM Certification – Dell, Lenovo, or Apple within 6 months (Preferred)

Travel is required for this role.

Pay

Total Target Cash Earnings Opportunity: $54,363 - $98,064. This represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

National Base Pay Range: $23.76 - $42.86 per hour. The candidate’s actual pay will be based on work location, qualifications, and experience.

Benefits

Full and part-time employees have access to the same benefits when eligible, including:

• Medical, dental, and vision insurance
• Flexible spending account
• 401(k) with company match
• Annual stock grant and employee stock purchase plan
• Paid time off and up to 12 paid holidays (about 4 weeks for new full-time employees and 2.5 weeks for new part-time employees annually)
• Paid parental and family leave
• Family building benefits
• Back-up care and enhanced family support
• Childcare subsidy
• Tuition assistance and college coaching
• Short- and long-term disability
• Voluntary AD&D, accident, life, and long-term care insurance
• Mobile service and home internet discounts
• Pet insurance
• Commuter and transit programs