Job Description

Title: End User Support Technician (P3)

Location: Troy, Michigan

Reports to: End User Support Team Lead

Vacancy Existing Vacancy

The Role:

The End User Support Technician provides frontline technical support and device provisioning for employees across the organization. This role is responsible for preparing and deploying Windows and Apple devices for new hires, maintaining accurate asset and inventory records, and delivering remote support to resolve end user technical issues.

The Impact You Will Have in This Role:

Located in our hardware provisioning hub, this position manages device provisioning, repairs, and replacements -enabling new hires to be productive on day one and keeping current employees operational. This role's impact spans employee productivity and onboarding efficiency across the entire United States. As a fully remote company, our operational efficiency depends on reliable hardware and fast onboarding. This position ensures we can confidently expand our workforce while delivering the responsiveness our customers expect.

What You’ll Be Doing in This Role:

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 escalate and resolve complex issues.

Qualifications of this Role:

• 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.

The Hiring Manager says:

“I am looking for someone with hands-on hardware experience who can quickly diagnose device failures, execute repairs or replacements, and provision devices for new users while following our company policies. They must be able to work independently and execute tasks with minimal supervision.”

This position has a starting salary range of $60,000 - $65,000 USD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Our Values
We POWER Our Customer’s Success

We are Innovative, Collaborative and Grounded and in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

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.

Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

Company Mission

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.

Our Values

We POWER Our Customer's Success

We are Innovative, Collaborative and Grounded in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

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.

Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.