What are the responsibilities and job description for the Service Desk Technician L1 A - (H) position at Jobs via Dice?
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
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.
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
- 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 WorkspaceMicrosoft OfficeZoom 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 equipmentVerifying displays and connections
- Report and escalate AV issues using documented procedures
- Assist users with basic connectivity issues:Wi-Fi connectionVPN login
- Perform simple checks (cables, adapters, device settings)
- Escalate network issues to senior support teams
- Assist with:Account access requestsDevice 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 re 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
- 0-1 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
- IT coursework, certification, or technical training
- Experience in retail, hospitality, or customer support roles
- Interest in growing a career in IT support
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.