End User Experience – PC Garage and GM Defense End User Support Technician

Descripción

The PC Garage is the front line of IT support for employees in the General Motors and GM Defense organizations.  As a PC Garage Technician, you’ll provide hands-on support for the full lifecycle of end-user hardware, including onboarding, offboarding, hardware refresh and changes, break/fix incidents, and supporting accessories.

This customer-facing role goes beyond technical troubleshooting. It is about delivering a seamless, high-quality experience. From ensuring new hires have the hardware they need on Day 1 to helping employees with end user compute incidents, upgrades, and replacements, you’ll play a critical role in building confidence and satisfaction with IT services.

This role supports the broader End User Experience direction of delivering a simple, secure, and productive modern workplace, every day, from anywhere. The team is expected to think beyond support alone and help create employee experiences that feel modern, intuitive, and genuinely great.

What You'll Do

• Deliver customer-facing service within the PC Garage/P(IT) Stop, creating a consistent and professional extension of GM’s Live IT Employee Centers.
• Serve as highly knowledgeable technical resource supporting the full PC lifecycle: onboarding, refreshes, role changes, upgrades, incidents and offboarding for GM employees, including GM Defense operations.
• Diagnose and resolve hardware issues, including break/fix support for PCs, laptops, printers, and peripherals, both on-site and for remote users
• Image, configure, and verify PCs, laptops, and accessories before deployment.
• Ensure we meet key service delivery SLAs including incident resolution and delivery of new-hire onboarding hardware within 24-hours to ensure Day 1 readiness.
• Transfer user data securely using approved processes and tools.
• Log all work in ServiceNow and maintain accurate records of assets and activity.
• Innovate and implement process simplification and automation to reduce lead times, streamline operations and enhance the customer experience.  This includes integrating AI capabilities into all key workflows
• Perform asset shipping and work closely with asset management, shipping, and support teams to ensure timely delivery, returns, and accurate asset tracking.
• Provide timely and accurate support for all aspects of GM Defense operations, including onboarding, break-fix, computer change, and offboarding.
• Successfully complete the vetting required to ensure qualifications to securely support the GM Defense operation.
• Maintain 100% compliance with all GM Defense policies and procedures.
• Understand and implement all Legal and Compliance requirements, including coordination with GM Legal as required to ensure appropriate data retention  
• Maintain a secure, organized workspace while following data security, safety, and asset management standards.

What You'll Need

• Professional and customer-focused demeanor with the ability to communicate effectively with employees at all levels.
• Experience building, supporting, and staging desktops, laptops, peripherals, and accessories in an enterprise environment.
• Strong troubleshooting skills with the ability to resolve hardware failures and recommend solutions.
• Familiarity with enterprise IT ticketing systems such as ServiceNow and asset management tools.
• Ability to manage multiple priorities while meeting strict SLAs.
• Strong organizational skills with attention to detail and process adherence.
• Ability to follow standardized procedures for imaging, repair, and asset handling.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple tasks.
• Physical ability to lift and move equipment.
• Ability to operate in secure, compliance-driven environments with a strong focus on policy adherence and precision.

Preferred Qualifications

• Experience leading onboarding or other lifecycle hardware support in a corporate IT environment.
• Exposure to customer service-driven IT models such as walk-up IT support or tech bar concepts.
• Knowledge of IT asset lifecycle management and best practices.
• Strong collaboration skills across IT, HR, and business functions.
• Experience supporting secure or highly regulated operational environments.
• Passion for process simplification, automation, and improving the employee experience through better service design.

Work Environment

• On-site 5 days a week at GM facilities such as the Michigan IT Innovation Center or Warren Tech Center.
• Standard business hours, with flexibility to support time-sensitive requests such as employee onboarding, urgent break/fix, and high-priority shipments.
• Daily interaction with GM employees, End User Services & Enablement, other IT teams, facilities, and logistics partners.

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a [email protected] o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.