Service Desk Technician L1 A

**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 ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

**Job Overview**:
**Responsibilities**:

- Act as the primary contact for all internal IT support requests.
- Provide hardware, software, and account Service Desk support and technical education to end users on various devices.
- Troubleshoot Mac, Windows, and Linux software and hardware through service desk walk-ups, chat, video conference, and Jira.
- Triage, assign, resolve, or escalate all incoming tickets.
- Perform general Network troubleshooting for network connectivity issues, digital authentication, remote access, secure Wi-Fi, and wired connectivity.
- Procure, provision, and deploy equipment for end users.
- Work with external vendors for procurement and services.
- Onboarding administration, including preparing new hire hardware for deployment and educating new hires on software and technology-related procedures.
- Perform set-ups, break-downs, and transports equipment for new and existing end users.
- Manage AV equipment, tickets, and drive resolutions through the Jira ticketing system.
- Examine, design, and implement new internal procedures to improve office procedures.
- Collaborate with software and hardware vendors to solve technical issues.
- Deep understanding of root-cause analysis and strong knowledge of Mac OS architecture.
- Resolve issues ranging from registry conflicts to system crashes for Windows and Mac OS.
- Working knowledge of various technologies, including Active Directory, Google Apps for Business, cloud storage services, basic terminal command knowledge, communications, and video conferencing tools.
- Basic understanding of networks, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking.

Skills and

**Qualifications**:

- Previous customer service experience.
- Strong troubleshooting skills for Mac, Windows, and Linux environments.
- Familiarity with Crestron, Extron, Revolab, and video conferencing technologies.
- Understanding of analog and digital signal flow; cable termination experience is a plus.
- Excellent interpersonal communication skills and the ability to simplify explanations of complex technical issues.
- Ability to work with limited supervision, adapt to changing needs, and stay focused while performing repetitive tasks.
- Self-motivated, detail-oriented, and able to work in a team environment.
- Fluent in both the local language and English.

**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 employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees._
- We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you._
- This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site._