Job Summary:
Milestone Technologies is a global IT managed services firm that partners with organizations to drive technology and operational agility. The Onsite IT Support Technician will provide entry-level onsite IT support for end users, focusing on basic troubleshooting, customer assistance, and hands-on support with training provided.
Responsibilities:
• 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
• Assist with setup and basic troubleshooting of: Laptops, monitors, keyboards, mice, and peripherals Mobile phones and tablets
• Perform simple break/fix actions: Device swaps Cable replacement Power and connectivity checks
• Support basic printer issues (paper jams, toner replacement)
• 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
• Perform basic conference room checks: Powering on equipment Verifying displays and connections
• Report and escalate AV issues using documented procedures
• Assist users with basic connectivity issues: Wi-Fi connection login
• Perform simple checks (cables, adapters, device settings)
• Escalate network issues to senior support teams
• Assist with: Account access requests Device enrollment and setup
• Follow security procedures for device handling and returns
• 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
• 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
• Meet assigned ticket volume targets
• Follow SLAs and escalation timelines
• Maintain positive customer satisfaction scores
• Respond promptly to walk-up and chat requests
Qualifications:
Required:
• 0–1 year of IT support or customer service experience (training provided)
• Basic familiarity with: Windows or macOS
• Common productivity tools
• Strong communication and customer service skills
• Willingness to learn and follow procedures
• Reliable onsite presence and punctuality
Preferred:
• IT coursework, certification, or technical training
• Experience in retail, hospitality, or customer support roles
• Interest in growing a career in IT support
Company:
Milestone Technologies is a global IT Services and Digital Solutions company based in Silicon Valley that helps hundreds of leading corporations deliver technology around the globe. Founded in 1997, the company is headquartered in Fremont, USA, with a team of 1001-5000 employees. The company is currently Late Stage.