Global IT Support Specialist

Milestone Technologies, Inc. (Corporate); Fremont (CA); On-site; USD 60,000 - 86,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an IT Support Specialist to deliver technical assistance to end-users across the organization. You will install, diagnose, repair, and upgrade hardware and software while maintaining high service levels.

The role requires troubleshooting across Windows and macOS, ticketing experience, and the ability to work onsite in Fremont, CA in a fast-paced environment. Onboarding and network access support are included in duties.

Qualifications

• Bachelor’s degree in IT, CS, or related field or equivalent experience.
• 3–5 years of Desktop Support Technician experience.
• Basic knowledge of IT service management frameworks (ITIL).
• Solid troubleshooting for Windows and macOS and common apps (Office).
• Familiar with ticketing systems and remote support tools; deployment tools like Intune/JAMF preferred.

Responsibilities

• Respond to and resolve IT support requests via phone, email, and Salesforce ITSM.
• Diagnose hardware, software, and network issues on desktops, laptops, and peripherals.
• Document and track issues with timely resolution and customer service.
• Set up, configure, and maintain computer systems and software.
• Assist onboarding with equipment setup and user accounts.
• Handle new hire setup, account creation, and termination processes.
• Assist users with network access, VPN, and remote connectivity issues.
• Escalate complex network issues to appropriate teams.
• Maintain records in ServiceNow and create/update documentation.
• Provide basic end-user training on IT best practices.

Skills

Customer service

Communication

Problem solving

Independent & team work

ITIL knowledge

Windows/macOS troubleshooting

Ticketing systems

Remote support tools

Intune

JAMF

UEM

Active Directory administration

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

Tools

Intune

JAMF

UEM

Active Directory

ServiceNow

Microsoft Office

Job description

The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support Specialist is responsible for providing technical assistance and support to end-users across the organization, ensuring customer satisfaction, and maintaining a high level of service delivery. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software as needed. This role requires a broad understanding of standard office technologies to effectively address the technical needs of employees and support overall business operations. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person, and self-service channels.

Key Responsibilities:

• Technical Support and Troubleshooting:
  • Respond to and resolve IT support requests from users via phone, email, and ticketing system (Salesforce ITSM).
  • Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
  • Document and track issues, ensuring timely resolution and excellent customer service.
• Hardware and Software Setup & Support:
  • Set up, configure, and maintain computer systems, software applications, and peripheral devices.
  • Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates.
  • Install and update software applications, operating systems, and patches.
  • Assist with onboarding new employees, including setting up equipment and creating user accounts.
• User Account Management:
• Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning.
• Network and Connectivity Support:
  • Assist users with network access, VPN connectivity, and remote access issues.
  • Troubleshoot Wi‑Fi and Ethernet connectivity issues for both local and remote users.
  • Escalate complex network issues to the appropriate team or external support if needed.
• Documentation and Knowledge Sharing:
  • Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow).
  • Create and update documentation for common issues and support procedures.
  • Provide basic training to end-users on IT best practices, software, and hardware use.
• IT Asset Management:
  • Track and manage IT assets, including inventory of hardware, software licenses, and peripherals.
  • Assist in the maintenance and replacement of IT equipment as needed.
• Security and Compliance:
  • Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality.
  • Educate users on security best practices, such as password policies and safe internet use.
• Other
  • Support of some client engagements.
  • Other duties as assigned by manager.
    

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Experience:
  • 3-5 Years’ Experience as a Desktop Support Technician
• Technical Skills:
  • Basic knowledge of IT service management frameworks (e.g., ITIL).
  • Understanding of networking, systems, and general IT infrastructure.
  • Experience with troubleshooting and supporting various IT systems and applications.
  • Proficiency in troubleshooting Windows, macOS, and common software applications (e.g., Microsoft Office).
  • Familiarity with IT support ticketing systems and remote support tools.
  • Hands‑on experience with standard deployment tools such as Intune and JAMF is highly preferred, as well as Unified Endpoint Management (UEM) systems.
  • Experience with mobile device management (MDM) and basic Active Directory administration is a plus.
  • Basic understanding of Virtualization and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus)
• Soft Skills:
  • Strong customer service and communication skills, with the ability to explain technical concepts clearly.
  • Excellent problem-solving skills and attention to detail.
  • Ability to work independently and as part of a team in a fast‑paced environment.
• Certifications:
  • CompTIA A+, CompTIA Network+, or similar IT support certifications (preferred).
  • MCSE: Desktop Infrastructure and CCNA a plus.
  • ITIL Foundation or higher, or other relevant ITSM certifications is a plus.

Working Conditions:

• Reports To: Global IT Manager/Supervisor
• Department: Information Technology
• Employment Type: Full-time, onsite
• Travel: May require occasional travel to regional offices
• Flexibility to work across different time zones
• Ability to lift and move IT equipment as necessary

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