Support Technician I

JOB DESCRIPTION

Why GMF Technology?

Innovation isn't just a talking point at GM Financial, it's how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We're committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

About this role:

The Support Technician I is responsible for providing hardware and software support, including the installation, configuration and maintenance of desktops, laptops, tablets and peripherals used in the day-to-day operations of the business segments supported. Support Technician I's are expected to continually expand their knowledge on current and emerging technologies. Assist Support Technician II with researching, implementation and documenting proven best practice standards which require communication between technical IT staff, business management and vendors while building positive relationships. The Support Technician I will interact with end users, through direct or remote assistance, or field site visits to provide customer-oriented technical support. The Tech Support I position will also be responsible for supporting meeting events, training classes and presentations and should have a strong working knowledge of audio visual technologies.

Hybrid Environment: 4 days onsite, 1 day remote. Onsite is at our Chandler, AZ office

RESPONSIBILITIES

• Maintain and support hardware and software throughout the organization
• Support meeting events, training classes and presentations
• Develop and maintain a strong working knowledge of audio visual technologies
• Complete assigned requests and incidents based on the Service Now ticketing system
• Follow IT Asset Management procedures for the tracking, transporting, receiving, and disposing of company technology assets.
• Maintain and validate Asset Management Reports
• Conduct hardware preparation and setup for end users
• Investigate and resolve issues with hardware, software (purchased and proprietary), the network and antivirus environment functionality
• Coordinate and transport equipment deliveries (e.g. equipment, supplies, etc.) for the purpose of providing materials at the job site, bringing equipment in or repairs, or preparing for disposal
• Ensure completion of assigned projects in a timely manner
• Contribute to the Service Now Knowledge Base
• Test hardware and software for future upgrades
• Adhere to and communicate IT Service management policies and procedures
• Provide first level support of phone equipment

• Ability to correct PC related problems in a timely manner
• Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS
• Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/,UNIX/Linux)
• Knowledge of PC hardware and software
• Support-level knowledge of the Windows desktop Operating Systems
• Basic knowledge of audio visual technologies
• Basic knowledge of WebEx collaboration softwareExcellent customer service skills
• Ability to accept change and to adapt to shifting organizational challenges and priorities
• Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
• Ability to manage multiple tasks at one time while remaining cool under pressure
• Ability to prioritize tasks and ensure their completion in a timely manner
• Analytical and troubleshooting skills
• Strong interpersonal, verbal and written skills

• 0-2 years of related experience and/or training in enterprise technical support; equivalent combination of education and experience required
• Experience with remote desktop management technologies (e.g. SCCM, imaging, RDP, etc.) required
• High School Diploma or equivalent required
• Bachelor's Degree in related field or equivalent work or military experience preferred
• Relevant professional certification a plus (A+, Net+, MSP, ITIL, etc.) preferred
• A valid state driver's license Required
• Limited travel may be required to support business needs