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 OverviewThe Desktop Support Technician I is responsible for providing first-level technical support to end users across the organization. This role serves as the primary point of contact for hardware, software, and basic network issues, ensuring timely resolution of incidents and service requests while delivering excellent customer service. The technician will support desktops, laptops, mobile devices, printers, collaboration tools, and standard business applications.
Key ResponsibilitiesEnd User Support- Provide first-level technical support via phone, email, chat, and in-person interactions.
- Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
- Install, configure, and maintain desktop computers, laptops, monitors, printers, and peripherals.
- Assist users with Microsoft 365 applications, collaboration tools, and standard business software.
- Support onboarding and offboarding activities, including account setup and equipment deployment.
Incident & Service Request Management- Respond to and resolve tickets within established Service Level Agreements (SLAs).
- Document troubleshooting steps, resolutions, and asset information in the IT Service Management (ITSM) system.
- Escalate complex issues to Level 2 support teams when appropriate.
- Follow established procedures and knowledge base articles to ensure consistent support delivery.
Hardware & Asset Management- Deploy, replace, and recover end-user hardware.
- Perform system imaging, software installation, and device provisioning.
- Track IT assets and maintain accurate inventory records.
- Coordinate equipment repairs and warranty services with vendors.
System Maintenance- Perform routine workstation maintenance and updates.
- Support operating system upgrades and security patching efforts.
- Assist with office moves, workstation setups, and technology refresh projects.
- Ensure compliance with company security and IT policies.
Required Qualifications- High school diploma or equivalent required; Associate's degree in Information Technology preferred.
- 1-2 years of IT help desk, desktop support, or technical support experience preferred.
- Basic knowledge of: Windows 10/11 Microsoft 365 applications Active Directory Azure AD / Entra ID Hardware troubleshooting Mobile device support (iOS and Android) Basic networking concepts (TCP/IP, DNS, DHCP)
Preferred Qualifications- CompTIA A+, Network+, or Microsoft certifications.
- Experience with ITSM tools such as ServiceNow, Jira, or Freshservice.
- Familiarity with endpoint management tools such as Intune, SCCM, or similar solutions.
- Experience supporting conference room and collaboration technologies.
Key Skills- Strong customer service and communication skills.
- Excellent troubleshooting and problem-solving abilities.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Strong documentation and organizational skills.
- Ability to work independently and as part of a team.
Physical Requirements- Ability to lift and move IT equipment up to 50 pounds.
- Ability to work under desks, install equipment, and perform workstation setups.
- Occasional after-hours or weekend support as required.
CompensationEstimated 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 & InclusionAt 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.
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