Milestone Technologies
Desktop Support Technician L2
Milestone Technologies, Walnut Creek, California, United States, 94598
Company OverviewMilestone 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 OverviewAs a Level 2 Desktop Support you are responsible for supporting client technology and services located onsite at the customer location. This includes but 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 at maintaining and developing relationships with internal users and executive staff is crucial.How You Will Make an Impact:Plan, design, implement, and support hardware and software installation projects
Analyze, test, 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 setup and maintain existing infrastructure environments and assist with local changes
Provide user training and education
Re-imaging with data transfers 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
What You Will Need To Succeed: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 utilization of array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy.
A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, 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 compute 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
#LI-DT1CompensationEstimated Pay Range: $36.00 / HR 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.
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 OverviewAs a Level 2 Desktop Support you are responsible for supporting client technology and services located onsite at the customer location. This includes but 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 at maintaining and developing relationships with internal users and executive staff is crucial.How You Will Make an Impact:Plan, design, implement, and support hardware and software installation projects
Analyze, test, 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 setup and maintain existing infrastructure environments and assist with local changes
Provide user training and education
Re-imaging with data transfers 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
What You Will Need To Succeed: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 utilization of array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy.
A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, 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 compute 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
#LI-DT1CompensationEstimated Pay Range: $36.00 / HR 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.