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 Role Summary

Provide entry-level onsite IT support for end users by following documented procedures and escalation paths. This role focuses on basic troubleshooting, customer assistance, and hands-on support, with training and guidance provided.

Key Responsibilities

User Support

Provide walk-up and desk-side support for common IT issues
Assist users with basic questions and requests
Support new hire and intern onboarding activities
Deliver friendly, professional customer service
Escalate issues when troubleshooting steps are exhausted

Hardware & Device Support

Assist with setup and basic troubleshooting of: Laptops, monitors, keyboards, mice, and peripherals Mobile phones and tablets
Perform simple break/fix actions:Device swapsCable replacementPower and connectivity checks
Support basic printer issues (paper jams, toner replacement)

Software & Application Support

Assist users with common applications, including Google Workspace, Microsoft Office, Zoom and Slack
Help users with login issues, password resets, and MFA prompts
Follow runbooks to resolve common application issues

AV & Conference Room Support

Perform basic conference room checks:Powering on equipmentVerifying displays and connections
Report and escalate AV issues using documented procedures

Network & Connectivity (Basic)

Assist users with basic connectivity issues:Wi-Fi connectionVPN login
Perform simple checks (cables, adapters, device settings)
Escalate network issues to senior support teams

Access & Security Support

Assist with:Account access requestsDevice enrollment and setup
Follow security procedures for device handling and returns

Asset & Inventory Support

Help manage IT inventory and storage areas
Assist with asset tagging and equipment tracking
Prepare equipment for new hires, reuse, or return
Support equipment vending machines if applicable

Process & Team Support

Follow documented procedures, runbooks, and checklists
Accurately log and update tickets in the ITSM system
Participate in training, onboarding, and refresher sessions
Ask questions and seek guidance when needed

KPIs & Expectations

Meet assigned ticket volume targets
Follow SLAs and escalation timelines
Maintain positive customer satisfaction scores
Respond promptly to walk-up and chat requests

Required Skills & Experience

1+ year of IT support or customer service experience (training provided)
Basic familiarity with:Windows or macOSCommon productivity tools
Strong communication and customer service skills
Willingness to learn and follow procedures
Reliable onsite presence and punctuality

Nice To Have (Not Required)

IT coursework, certification, or technical training
Experience in retail, hospitality, or customer support roles
Interest in growing a career in IT support

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 our employees but is 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.

IT Support Technician

Jr. Onsite IT Support Technician