Milestone Technologies, Inc.

Level 2 Desktop Support

Job ID
2020-13497
# of Openings
1
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
Desktop Support

Overview

As a Level 2 Desktop Support  you are responsible for supporting Client technology and services for Customer employees located in the Customer's Bay Area locations as well as remote support for the other geographic regions were the customer resides. This includes but not limited to Desktop/Laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support and Audio/Visual & physical conference room Support technologies. Additionally, you may be asked to assist (direct experience not required but familiarity) with telecom, switch, network, idf racking…etc in the local office infrastructure as needed for changes required at location. You may also travel between locations to provide on-site support, training, and issue resolution. This is an internal end user employee facing role where your skills at maintaining and developing relationships with internal users and executive staff is crucial. 

Responsibilities

Essential Functions:

 

● Plan, design, implement, and support hardware and software installation projects.

● Analyze, test, and debug compute device systems.

● Customize systems for specific functional areas or unique user needs.

● Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel

● Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)

● Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes.

● Provide user training and education.

● Re-imaging with Data transfer a requirement

● New HW delivery and setup. May require lifting of boxes and compute HW in addition to installation under desks

● Printer installation and troubleshooting.

● Problem diagnosis and resolution.

● Ensure client satisfaction and client management.

● Provide user training and education.

● Reporting to customers and management on status, resources needs, and projected outcomes.

● Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools.

● Project management.

 

 

Responsibility and Interaction

● The types of tasks this individual is responsible for are a mix of regular and unstructured; and assignments are moderate in scope.

● Exercises judgment within defined procedures and practices.

● This individual helps to identify semi-routine problems and generates possible solutions.

● The processes used to solve problems are clearly defined.

● This individual interacts primarily with their direct manager and the technical team on assigned projects; may work with functional peers on some tasks.

● Regular review of assignments and detailed direction is provided to them by their manager.

● The ideal candidate actively contributes to team activities and goals using effective verbal and interpersonal skills to share their experience and ideas.

● Demonstrated ability to have completed multiple, moderately complex technical tasks

 

 

 

 

 

Qualifications

Minimum Qualifications

  • Job experience and history focused on Desktop Support at Tier 2  levels
  • Proficient  in macOS and Microsoft Windows.  Skilled in all diagnostics, commands, etc.
  • Expertienced in utilization of array of Desktop Imaging and MDM tools, such as Intune, Smartimager, Imperious, SmartDeploy.
  • A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity 
  • Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
  • Leadership ability to ensure technical growth and professionalism  of Desktop team and colleagues.

 

 

 

General Qualifications

  • 4+ years relevant technical experience supporting users in a Windows and Mac  environment -  
  • Ability to multi-task and manage multiple priorities in a fast-paced environment
  • Ability to diagnose and solve complex technical issues
  • Ability to professionally perform and communicate in stressful and high impacting situations
  • Bachelor’s degree in Computer Science, Information Technology or related technical disciplines
  • CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus● Good oral and written communication skills.
  • Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well.
  • Ability to interface with executive level internal employees and troubleshoot their compute requirements.
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
  • Ability to follow standard engineering principles and practices.
  • Creative approach to problem solving.
  • Ability to handle multiple tasks concurrently with competing deadlines.
  • Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management.

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