Associate Technical Support Specialist

Milestone-Technologie; New York (NY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Mentorship

Career growth

Hands-on enterprise tech

Training opportunities

Job summary

Milestone-Technologie is seeking an enthusiastic Associate Technical Support Specialist to join our end-user support organization in New York. This role provides foundational experience in IT operations and hands-on support for a fast-paced environment.

You will handle routine user requests via ticketing systems, assist with devices and software, support Windows, macOS, and ChromeOS, and escalate complex issues to senior teams while documenting steps for knowledge sharing.

Qualifications

• Experience in enterprise help desk or end-user support preferred.
• Familiar with ticketing platforms and ITIL basics.
• Basic networking concepts and remote access knowledge.
• Experience with mobile devices is a plus.

Responsibilities

• Respond to user requests through tickets, chat, email, and walk-up support.
• Troubleshoot hardware, software, and access issues for end users.
• Support laptops, desktops, printers, mobile devices, and collaboration tools.
• Assist with account access, password resets, VPN connectivity, and basic config tasks.
• Support Windows, macOS, and ChromeOS across users.
• Help deploy and maintain mobile devices (iPhones, Android, tablets).
• Perform initial diagnosis and escalate unresolved issues to higher-level teams.
• Document troubleshooting activities and follow procedures and standards.
• Assist with workstation setup, onboarding, and equipment prep when needed.
• Participate in ongoing learning to expand technical and customer support skills.

Skills

Customer service

Communication

Team collaboration

Learning new tech

Multitasking

End-user support

Tools

ServiceNow

Job description

We are seeking an enthusiastic and service-oriented Associate Technical Support Specialist to join our end-user support organization. This role is ideal for individuals looking to build foundational experience in IT operations and technical support within a fast-paced environment.

The successful candidate will assist employees with day-to-day technology issues, provide timely customer support, and gain exposure to a wide range of enterprise technologies and support processes. We value curiosity, adaptability, professionalism, and a strong desire to develop technical skills.

Key Responsibilities

• Respond to user support requests through ticketing systems, chat platforms, email, walk up and virtual support channels.
• Troubleshoot common hardware, software, and access-related issues for end users.
• Provide support for laptops, desktop systems, printers, mobile devices, and collaboration tools.
• Assist with account access, password resets, VPN connectivity, and basic system configuration tasks.
• Support users across multiple operating systems including Windows, macOS, and ChromeOS.
• Help deploy and maintain mobile devices including iPhones, Android phones, and tablets.
• Perform initial diagnosis of incidents and **escalate** unresolved or advanced issues to higher-level support teams.
• Document troubleshooting activities and follow established operational procedures and service standards.
• Assist with workstation setup, onboarding activities, and equipment preparation when required.
• Participate in ongoing learning opportunities to expand technical and customer support capabilities.

Preferred Skills

• Strong interpersonal, communication, and customer service skills.
• Interest in information technology, technical troubleshooting, and end-user support.
• Ability to work collaboratively in a team-oriented environment.
• Comfortable learning new technologies, tools, and processes.
• Organized, dependable, and able to manage multiple support requests effectively.
• Prior experience in customer-facing IT roles is helpful but not required.

Qualifications

• Exposure to enterprise support environments or help desk operations.
• Familiarity with ServiceNow or similar ticket management platforms.
• Basic understanding of networking concepts such as wireless connectivity and remote access solutions.
• Experience using or supporting mobile devices and modern workplace technologies.

What We Offer

• Opportunity to launch and grow a career in IT support and operations.
• Collaborative environment with mentorship from experienced technical professionals.
• Hands-on experience supporting enterprise technologies and end-user environments.
• Career development opportunities, training, and internal growth potential.