IT Service Desk Technician L2 (PA)

Hybrid in Philadelphia, PA, US • Posted 16 hours ago • Updated 16 hours ago

Contract W2

Hybrid

Depends on Experience

Milestone Technologies, Inc.

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Job Details

Skills

Summary

Mac Service Desk Technician (L2)
12-Month W2 Contract (No Visa Sponsorship/No Student Sponsorship/No C2C)
Onsite daily in Philadelphia, PA (19106)
Pay up to $38.50/hr. (No PTO and No Paid Holidays)

The ideal candidate will have a solid background supporting both Mac and Windows enterprise environments (over 500 end users), with a stronger emphasis on Mac. Experience supporting SaaS applications such as Okta, Slack, Google Workspace, Github, Gitlab administration, GenAI LLM platform administration are needed. White-glove support supporting VIPs/executives is highly preferred.

The IT Service Desk Technician provides basic technical assistance and support to internal end users as well as augments the IT Service Desk Team by performing repetitive tasks and functions, such as imagining hardware, swapping devices, and counting IT hardware inventory.

Responsibilities:

Be the face of IT to corporate employees in the respective office location.
Ensure that the physical IT technology in the office is operational (e.g. AV rooms, wifi, badge readers, cameras, etc).
Oversee the suite of collaboration tooling in use and ensure end users have great experiences using the tools provided.
Work to improve the procurement and asset management practices for IT hardware and software.
Be responsible for the physical inventory of computer assets, and ensure the local equipment is tracked efficiently and securely.
Work with Finance and IT leadership to manage budgets and costs for IT spend.
Work with the broader IT team to provide training, documentation, and learning opportunities to peers and IT staff on support processes and techniques.
Execute standard Onboarding & Offboarding processes for employees joining and leaving the company.
Engage directly with employees and internal users who are experiencing IT related service issues. Resolve incidents such as network access, hardware break/fix, and software related problems as well as execution of defined service requests (e.g., installing licensed software, provisioning user access to software applications).
Use defined escalation processes to escalate support issues that require staff with specialized skills or higher-level administrative permissions to resolve.
Utilize standard operation procedures (SOPs) to perform routine tasks and work with engineering teams to define new SOPs for common support functions.
Participate in after-hours, on-call support rotation.

Required Skills:

3+ years of IT end user support experience in a Mac focused environment (80% Mac/20% Windows)
Prior experience providing Desktop Support at Tier 2 levels as well as being in an active member of an on-call support rotation.
Experience using desktop imagining and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
Thorough knowledge of PC hardware, PDA devices, desktop software, Windows 10 and 11, O365, anti-virus, internet browsers, and network connectivity.
Hands-on experience working with and updating support tickets in a ticket management platform such as ServiceNow, Zendesk, or Jira.
Customer focused approach to delivering excellent service and support to internal customers.

The estimated pay range for this position is USD $35.00/Hr. - USD $38.50/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: smci
Position Id: 893716
Posted 16 hours ago

Company Info

About Milestone Technologies, Inc.

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.

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