Onsite IT Support Technician

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 OverviewProvide 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.How You Will Make An Impact:User SupportProvide walk-up and desk-side support for common IT issuesAssist users with basic questions and requestsSupport new hire and intern onboarding activitiesDeliver friendly, professional customer serviceEscalate issues when troubleshooting steps are exhaustedHardware & Device SupportAssist with setup and basic troubleshooting of: Laptops, monitors, keyboards, mice, and peripherals Mobile phones and tabletsPerform simple break/fix actions: Device swaps Cable replacement Power and connectivity checksSupport basic printer issues (paper jams, toner replacement)Software & Application SupportAssist users with common applications, including: Google Workspace, Microsoft Office, Zoom, and SlackHelp users with login issues, password resets, and MFA promptsFollow runbooks to resolve common application issuesAV & Conference Room SupportPerform basic conference room checks: Powering on equipment, verifying displays, and connectionsReport and escalate AV issues using documented proceduresNetwork & Connectivity (Basic)Assist users with basic connectivity issues: Wi-Fi connection VPN loginPerform simple checks (cables, adapters, device settings)Escalate network issues to senior support teamsAccess & Security SupportAssist with: Account access requests, Device enrollment, and setupFollow security procedures for device handling and returnsAsset & Inventory SupportHelp manage IT inventory and storage areasAssist with asset tagging and equipment trackingPrepare equipment for new hires, reuse, or returnSupport equipment vending machines if applicableProcess & Team SupportFollow documented procedures, runbooks, and checklistsAccurately log and update tickets in the ITSM systemParticipate in training, onboarding, and re sessionsAsk questions and seek guidance when neededKPIs & ExpectationsMeet assigned ticket volume targetsFollow SLAs and escalation timelinesMaintain positive customer satisfaction scoresRespond promptly to walk-up and chat requestsWhat You Will Need To Succeed:Minimum 1 year of IT support or customer service experience (training provided)Basic familiarity with: Windows or macOS Common productivity toolsStrong communication and customer service skillsWillingness to learn and follow proceduresReliable onsite presence and punctualityNice To Have (Not Required)IT coursework, certification, or technical trainingExperience in retail, hospitality, or customer support rolesInterest in growing a career in IT supportCompensationEstimated 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 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.