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L1 Support Engineer

New York, NY, US • Posted 14 hours ago • Updated 14 hours ago

Contract W2

2 Weeks

On-site

Depends on Experience

Milestone Technologies, Inc.

Fitment

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Job Details

Skills

Summary

Mac L1 Support Technician
12 Month W2 Contract (No C2C/No Student Sponsorship)
Onsite daily in New York, NY [10011] OR San Francisco, CA 270 [94107]

Pay rate: up to $37.50/hr. in New York and up to $40.50/hr. in San Francisco, CA. No PTO or paid holidays.

The ideal candidate will have experience providing remote and onsite support to over 300 end users, primarily within Mac-focused environments (90% Mac environment).

We are seeking a proactive and customer-focused L1 Support Engineer to provide first-level technical assistance to end users. This role is responsible for troubleshooting basic IT issues, managing service requests, and ensuring timely resolution or escalation of incidents to higher-level support teams.

Key Responsibilities

Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing systems
Diagnose and resolve basic hardware, software, and network issues
Log, track, and manage incidents and service requests in the ITSM tool (e.g., ServiceNow)
Perform initial troubleshooting for:
- Password resets and access issues
- Email and collaboration tools (Outlook, Teams, etc.)
- Desktop, laptop, and peripheral issues
- Basic network/connectivity problems
Escalate complex issues to L2/L3 support teams with proper documentation
Maintain accurate records of all interactions and resolutions
Follow standard operating procedures (SOPs) and service level agreements (SLAs)
Assist with user onboarding/offboarding tasks, including account setup and system access
Provide guidance and support to users on IT policies and tools
Contribute to knowledge base documentation and process improvements

Required Skills & Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
0–2 years of experience in IT support, help desk, or technical support role
Basic understanding of:
- Windows/Mac operating systems
- Active Directory (user management, password resets)
- Networking fundamentals (DNS, DHCP, VPN)
Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Strong troubleshooting and problem-solving skills
Excellent communication and customer service skills
Ability to prioritize and manage multiple tasks

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: 893902
Posted 14 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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Contact the job poster

Liz Walker

Recruiter @ Milestone Technologies, Inc.

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