T-Mobile Technician, End User Support (Desktop Support Technician) in Wichita, Kansas
Technician, End User Support (Desktop Support Technician)
KS301-KS-Wichita Call Center
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.
Product and Technology
2525 N Woodlawn
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.
Yes, 20% of the time
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
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
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.
- Experience understanding an Enterprise/Call Center or Retail Environment.
- 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
Employer is not currently sponsoring work visas for this position.
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.
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED