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

  • 위치
    • Warren, Michigan
  • 직무 유형 Full time
  • 게시됨
  • Job Requisition JR-202614880

설명

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.

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 [email protected]으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.