End User Support Technician

Job Title: End User Support Technician (P3) Location: Troy, Michigan Reports To: End User Support Team Lead The End User Support Technician provides frontline technical support and device provisioning for employees across the organization. This role manages deployment of Windows and macOS devices, maintains accurate asset and inventory records, and delivers remote support to resolve end‑user technical issues. Responsibilities Device Provisioning & Deployment: Prepare, image, configure, and deploy Windows and macOS devices for new and existing users, both remotely and in‑office. Set up user profiles, required applications, security configurations, and hardware accessories. End User Support: Provide timely remote support for hardware, software, and account related issues. Troubleshoot and resolve problems involving operating systems, applications, connectivity, and peripherals. Handle incoming support tickets, calls, and emails with a strong customer‑service mindset. Asset & Inventory Management: Maintain accurate records of all hardware, software, and peripheral assets. Track device assignments, returns, repairs, and lifecycle status. Assist with inventory audits and procurement coordination. System & Application Support: Support Microsoft 365 applications across Windows, macOS, and mobile platforms. Perform installs, moves, adds, and changes (IMAC) as needed. Vendor & Partner Coordination: Work with third‑party vendors for hardware repairs, warranty claims, and equipment procurement. Collaborate with internal IT teams to escalation and resolve complex issues. Qualifications College coursework or certifications in Information Technology, Computer Science, or related fields (preferred). Experience supporting desktop, laptop, and mobile hardware in a business environment. Strong working knowledge of Windows 11, macOS, iOS, and Android. Understanding of networking fundamentals, including TCP/IP, Wi‑Fi, and VPN connectivity. Hands‑on experience with hardware troubleshooting and peripheral setup. Ability to follow technical documentation, procedures, and OEM guides. Strong analytical and problem‑solving skills. Prior knowledge or experience working with ServiceNow is a plus. Excellent communication skills and a customer‑focused approach. Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment. Salary This position has a starting salary range of $60,000 - $65,000 USD per year. Equal Opportunity JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. #J-18808-Ljbffr