Desktop Support Technician L2

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market.

The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and Service Now. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity.

Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

As a Level 2 Desktop Support, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support, and Audio/Visual & physical conference room support technologies. This is an internal end-user employee-facing role where your skills in maintaining and developing relationships with internal users and executive staff are crucial.

• Plan, design, implement, and support hardware and software installation projects
• Analyze, test, and debug compute device systems Customize systems for specific functional areas or unique user needs Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
• Work with IT Infrastructure teams to set and maintain existing infrastructure environments and assist with local changes
• Provide user training and education
• Re-imaging with data transfer is a requirement
• New HW delivery and setup
• May require lifting of boxes and compute HW in addition to installation under desks
• Printer installation and troubleshooting
• Problem diagnosis and resolution
• Ensure client satisfaction and client management
• Provide user training and education
• Reporting to customers and management on status, resource needs, and projected outcomes
• Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
• Project management

• Job experience and history focused on Desktop Support at Tier 2 levels
• Proficient in macOS and Microsoft Windows
• Skilled in all diagnostics, commands, etc
• Experienced in the utilization of an array of Desktop Imaging and MDM tools, such as Intune, Smart Imager, Imperious, Smart Deploy
• Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
• Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues
• 3 years of relevant technical experience supporting users in a Windows and Mac environment
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to…