Technical Support Specialist for IT Operations and Application Support
1 month ago
We are seeking a highly skilled Technical Support Specialist to join our IT team at Milestone Technologies, Inc. As a key member of our support staff, you will be responsible for providing top-notch technical assistance to our internal clients.
About the Role
This position involves troubleshooting and resolving various technical issues related to hardware, software, and network connectivity. You will work closely with end-users, vendors, and other stakeholders to identify and resolve problems efficiently. Your strong analytical skills and ability to communicate complex technical information in simple terms will be essential in this role.
Key Responsibilities
Act as the primary point of contact for all internal IT support requests
Provide hardware, software, and account Service Desk support and technical education to end-users on computer, mobile devices, and printers
Troubleshoot Mac, Windows, and Chrome OS software and hardware for end-users through service desk walk-ups, chat, video conference, and ServiceNow
Troubleshoot iPhone and Android mobile phones, iPads, Mifi's, RDK kits, and other IT-related hardware in-office, such as printers
Set up mobile phone, MDM, email, VPN, and internet access for users via secure company network
Triage, assign, resolve, or escalate all incoming tickets
General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network
Act as smart hands services for enterprise Tech Services teams
Procure, provision, and deploy equipment for end-users
Work with external vendors (e.g., Dell, CDW, Thresher, Arkphire)
Oversee the replenishment and allocation of inventory to their appropriate locations
Onboarding administration. Prepare new hire hardware for deployment. Educate new hires on new software and technology-related procedures to secure a swift onboarding process
Perform set-ups, break-downs, and transports equipment, such as monitors, on an as-needed basis for new and existing end-users
Procure AV equipment
Manage AV tickets and drive resolutions through the ServiceNow ticketing system
Break/fix resolution for AV software and hardware
Examine, design, and implement new internal procedures to improve office procedures
Responsible for solving issues, driving enhancements, and improving support for all IT-related functions on a day-to-day basis
Contact and collaborate with software and hardware vendors to solve technical issues as needed
Requirements
A deep understanding of root-cause analysis
Strong understanding of Mac OS architecture. Ability to perform command line troubleshooting to resolve individual application failures. Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office, VMware Fusion, Apple Remote Desktop
Strong knowledge of Windows and Chrome OS. Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues. Troubleshooting and application support, including MS Office
Working knowledge of the following technologies: Active Directory and basic AD administration. Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups. Cloud storage services. Basic terminal command knowledge. Communications and video conferencing tools, including Zoom & Team. Issue and bug tracking software platforms, preferably ServiceNow. Documentation tools such as Confluence
Basic network understanding including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable
Experience troubleshooting for Mac and Windows as related to video conferencing
Familiarity with Crestron, Extron, Revolab
Understanding of analog and digital signal flow; cable termination experience a plus
Preferred Qualifications
Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
Ability to apply critical thinking to complex user requests, and provide as much context and information as possible in order to deliver the best possible solution
Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
Ability to work with limited supervision and stay focused while performing repetitive tasks
Ability to quickly adapt to changing needs, infrastructure, and evolving business processes
Self-motivated and detail-oriented
Ability to work with multi-functional teams and external vendors
Strong documentation and communication skills
Strong time management and prioritization skills
Ability to follow through and execute on assigned tasks
Ability to identify and report trends
Must be fluent in both the local language and English.
Benefits
We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We are an equal opportunity employer and welcome diverse candidates to apply.
Salary
$65,000 - $80,000 per year based on location and experience.
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