Technician, End User Support

T-MOBILE USA, Inc.; Salem (OR); On-site; USD 54,000 - 98,000; Full time

Job summary

T-Mobile USA, Inc. is seeking a technical support specialist to maintain end-user systems across multiple locations.

The role delivers tier 1 and tier 2 onsite and remote support for hardware, software, network, and peripherals, focusing on timely incident resolution and knowledge sharing. You will diagnose, repair, and replace components, participate in problem management, and assist with training on new technologies.

Qualifications

• Bachelor's degree or combination of education and experience accepted.
• Preferred: Computer Science or related field.
• Less than 2 years IT field experience; enterprise experience preferred.

Responsibilities

• Provide tier 1 and tier 2 onsite and remote support to resolve incidents and service requests.
• Diagnose, troubleshoot, repair end user systems, software, network, and peripherals.
• Implement, replace, and decommission systems; train users on new tech as needed.
• Participate in problem management; contribute to knowledge base and processes.
• Manage escalations; document resolutions and follow-ups.
• Execute project tasks including installations, moves, changes, and decommissions.
• Support other duties/projects as assigned by management.

Skills

Communication Management

Computer Hardware

Computer Networking

Customer Experience

Customer Service

End User Support

Equipment Installations

Hardware Support

Network Support

Operating System Concepts

Root Cause Identification

Software Installations

Troubleshooting

Working Independently

Education

Bachelor's Degree or equivalent

Job description

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)

***You must be a

• 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

Total Target Cash Earnings Opportunity: $54,363 - $98,064 National Base Pay Range: $23.76 - $42.86

The Total Target Cash Earnings Opportunity 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.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, click here.

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 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, genetic information, 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 [e-mail] 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.