IT Support Specialist 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.

Job Overview

Mac OS and Chrome OS Level 2 Help Desk Support - Local Detroit area applicants only

Location: SOUTHFIELD, MI. (Onsite daily - 8am - 6pm)

Functioning as part of a Help Desk support team, individuals in this position will serve as a first point of contact providing day-to-day comprehensive technical support to end-users in the areas of hardware, software applications, mobile devices, and network connectivity. The L2 IT Support Specialist technician will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Help Desk tasks including initial ticket triage, prioritization and escalations.

Customer predominantly uses Mac OS and Chrome OS, with a growing Windows environment.

Skills Required:

HS Diploma or GED
2+ years related IT experience and work with Ticketing Systems. Service Now preferred.
VOIP administration experience
Experience troubleshooting at Level 1 and 2 for MacOS, Chrome, and Windows
Command-line Unix experience
Familiar with Juniper and Aruba network equipment.
An understanding of A/V concepts and functionality

Experience with GSuite tools including Gmail, Google Docs, and Google Calendar
Exceptional verbal and written communication skills with an emphasis on being clear, concise, and friendly
Empathy and passion for the customer's experience
You have a history of expanding your knowledge via technical training (self-taught and/or formal) and certification
A drive to assist customers and solve their technical problems
A history of providing great customer service
Problem solving and intuitive troubleshooting skills
An understanding of connecting computers to networks especially over Wi-Fi
A human-centric approach to your work. You want to be a resource for Cash App employees, to help answer questions they have, while in the office
This role may include regular weekend coverage

Daily expectations:
Answer questions and provide support for employees in person at our amazing offices and online (via email, Slack, and tickets)
Image Mac, Windows, and Linux computers and configure these computers for employees
Work with various IT departments and the IT Support team to be the point person at the office to perform important tasks such as troubleshooting network connectivity, testing Audio/Visual (AV) equipment, and handling inventory
Offer ideas to streamline our processes and improve upon existing programs
Take on projects of impact to the employee experience
Perform small project-based work to improve IT and systems
Showcase your knowledge by training other employees on new applications, hardware, and more

#LI- TS1

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and…