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T-Mobile Technician, End User Support (Desktop Support Technician) in Wichita, Kansas

170014BR

Title:

Technician, End User Support (Desktop Support Technician)

Location:

KS301-KS-Wichita Call Center

Job Description:

Technician, End User Support (Desktop Support Technician)

The End User Support (EUS) Technician works onsite providing tier 1 and tier 2 desktop support for the continuous, effective operation of systems in the 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. Systems they will be supporting includes PC’s, laptops, printers, peripherals, mobile solutions, POS peripherals, digital displays, network, and voice infrastructure.

The role of the Technician is to bring technical support and IMAC to the end user systems across the enterprise. Technicians help create and follow processes created for the services provided by EUS working with Sr. technicians to build and refine technical skills as required. Must have strong analytical and troubleshooting skills and the ability to work independently and in a team environment. Must also have experience and working knowledge of Operating Systems, workstations, servers, and networks. Advanced written and verbal communication skills are needed along with the ability to work in a fast-paced dynamic environment contributing to the national support team.

Req ID:

170014BR

Positions Remaining:

1

Functional Group:

Product and Technology

Location Address:

2525 N Woodlawn

EOE Statement:

Equal Employment Opportunity

We take equal opportunity seriously—by choice.

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.

Travel Percentage:

Yes, 20% of the time

Brand:

T-Mobile

Responsibilities:

Essential Functions

  • Provide tier 1 and tier 2 onsite and remote support to resolve Incidents, Problems, and Requests.

  • Diagnose, troubleshoot, repair, and resolve issues with end user systems, approved software OS and applications, networked, wireless, phones, headsets, and/or printing systems.

  • Implement, replace, and decommission systems. Provide training on new systems as needed.

  • Participate and provide input to problem management process and knowledge management system

  • Managing and working through escalations from inside or outside the EUS organization, including resolution documentation and follow up.

  • Project related tasks including but not limited to equipment installs, moves, changes, decommissioning of hardware as well as providing onsite smart-hands, store builds, and other project-related tasks.

  • Contribute by creating Knowledge Base Articles

  • Ensure local site operations are adhering to EUS standards (ex.IDF/MDF closets).

  • Training and skill development

  • Other activities, duties and projects as assigned

Company Profile:

T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: http://www.t-mobile.com

Applicant Privacy Policy

We are committed to maintaining your trust by respecting and protecting your privacy. For more information about how T-Mobile processes the personal data of job applicants, please visit Applicant Privacy Policy (https://econtent.t-mobile.com/econtent/HR_Resources/Kenexa/ApplicantPrivacyPolicy.PDF) .

City:

Wichita

Zip:

67220

Qualifications:

Qualifications

Minimum Required

Required

  • 1 Years IT related field experience, Hands on Enterprise experience in computer support.

  • Customer Service – Able to provide excellent customer service skills in person, in writing, and on the phone

  • Troubleshooting Skills – Basic level understanding of troubleshooting application (O365, web browsers, end point security), hardware, and OS (Windows, Mac OS, and iOS) issues.

  • Client Hardware – Ability to diagnose and repair client hardware to include things such as; desktops, laptops, monitors, mice, point of sale systems, client peripherals, mobile devices, printers, docking stations, etc.

  • Networking – Basic understanding of networking technologies to include TCP/IP, Wireless technologies, patch panels, cabling, etc.

  • Telephony – Basic level understanding of VOIP, voicemail, headsets, and Telephony systems

  • Ability to work independently, manage time/resources in an organized fashion with quality and communication and documentation.

  • Travel and Dispatch – up to 25% local travel (break/fix dispatch) may be required

  • Transportation - Must have valid driver's license, three consecutive years of active driving history, successfully complete driver's safety training, and otherwise comply with Driver Safety and guidelines.

  • Position Location - Must be able to work out of an assigned T-Mobile work location.

  • Ability to adjust to a flexible schedule: day, afternoon and graveyard shifts, weekend shifts, on-call and holidays.

Desired

  • Experience understanding an Enterprise/Call Center or Retail Environment.

Education

Minimum Required

  • Associates Degree or equivalent experience. Computer Sciences preferred.

License or Certification

  • HDI Support Center Analysis (HDI-Dast) preferred

  • HDI Desktop support technician – within 1 year of hire preferred

  • OEM Certification – Dell, Lenovo, or Apple within 6 months preferred

Additional

Employer is not currently sponsoring work visas for this position.

General/Physical Requirements

This position requires mobility (standing, walking, climbing, etc.); the ability to get from one place to another. This position requires sitting, bending, stooping, squatting, kneeling, climbing, balancing, crawling, reaching, grasping, fine manipulation, keyboarding. Ability to push/pull and lift/carry 35 lbs.

State:

Kansas

Schedule:

Full Time

Travel Required?:

Yes

Department:

Information Technology

Minimum Qualifications:

  • At least 18 years of age

  • Legally authorized to work in the United States

  • High School Diploma or GED

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