Technician, End User Support

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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