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 ServiceNow. 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 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. Day-to-Day Responsibilities: Plan, designed, implemented, and supported hardware and software installation projects Analyze, tested, 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 Required Skills and Required Experience: Minimum 3 years of relevant technical experience supporting users in a Windows and Mac environment 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, SmartImager, Imperious, and SmartDeploy. 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 Ability to multi-task and manage multiple priorities in a fast-paced environment Ability to diagnose and solve complex technical issues Ability to professionally perform and communicate in stressful and high-impacting situations CompTIA's A and Network certification preferred; MCSE: Desktop Infrastructure and CCNA a plus Good oral and written communication skills Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well Ability to interface with executive-level internal employees and troubleshoot their computing requirements Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment Ability to follow standard engineering principles and practices Creative approach to problem-solving Ability to handle multiple tasks concurrently with competing deadlines Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management 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 ouremployees butis 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.