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

**Job Overview**:
IT Support Technician (L2)

An IT Support Technician (L2) is responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to desktop and laptop break-fix, device re-imaging, troubleshooting hardware and software issues, desk and mobile phone support, and Audio/Visual and physical conference room support technologies.

**Responsibilities**:

- Perform laptop and desktop diagnosis and break-fix
- Provide remote desktop support for end users working remotely
- Troubleshoot end user access, IT hardware, and software related issues
- Aid in the set-up and troubleshooting of Mac, Windows, Android, and iOS devices
- Assist IT Infrastructure and Operations Teams as needed on upgrades, refreshes, and build outs
- Provide end user training and education on IT hardware and software related items
- Re-image IT devices as needed while maintaining user’s data when possible
- Perform weekly counts on IT device inventory and report inventory levels to client management
- Update hardware inventory when assigning devices to end users
- Assign and deploy IT devices to new employees as well as handle and process equipment returned by employees leaving the company
- Provide network and IT resource assistance to employees visiting from other corporate locations
- Install, maintain, and troubleshoot corporate printers and IT hardware (e.g., monitors, keyboards, desktops, etc.)
- Monitor ticket queue for new tickets, work tickets assigned to them, escalate tickets as needed, enter updates and resolution steps on tickets
- Provide excellent customer service to end users by providing updates on open service tickets and proven work arounds
- Collaborate with other support technicians on complex problems and large projects
- Share knowledge with team members on resolving IT service issues and common end user problems

**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._