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

Description
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.

About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
Total Rewards | Benefits Overview
From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
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