Mac IT Operations Specialist (L2)

Milestone Technologies, Inc.; New York (NY); On-site; USD 54,000 - 55,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Mac IT Operations Specialist (L2) in New York, NY to provide end-user support for a 500+ user enterprise environment.

The role focuses on Mac-heavy support with strong Mac expertise and includes on-site IT operations, asset management, and collaboration tooling oversight. The ideal candidate has 5 years of experience in enterprise IT, hands-on experience with SaaS apps (Okta, Slack, Google Workspace, Github, Gitlab), and VIP support.

Qualifications

• 5 years of experience supporting Mac and Windows enterprise environments.
• Experience with SaaS apps such as Okta, Slack, Google Workspace, Github, Gitlab.
• White-glove support for VIPs/executives.

Responsibilities

• Be the face of IT to corporate employees in the office.
• Ensure office IT is operational (AV, wifi, badge readers, cameras).
• Oversee collaboration tooling for great end-user experiences.
• Improve procurement and asset management for IT hardware/software.
• Maintain physical inventory and track equipment securely.
• Assist with IT budgets and spending with Finance/IT leadership.
• Provide training and documentation on support processes.
• Execute onboarding and offboarding processes.
• Resolve incidents and execute service requests (software installs, access).
• Escalate issues per SOPs and work with engineering for new SOPs.
• Participate in after-hours on-call rotation.

Skills

Mac support

Windows support

VIP support

On-call rotation

Customer service

Tools

Intune

SmartImager

Imperious

SmartDeploy

ServiceNow

Zendesk

Jira

Job description

Onsite daily in New York, NY (10004)

Pay up to $40/hr. (No PTO and No Paid Holidays)

The ideal candidate will have 5 years of experience supporting both Mac and Windows enterprise environments (over 500 end users), with a stronger emphasis on Mac. Experience supporting SaaS applications such as Okta, Slack, Google Workspace, Github, Gitlab administration, GenAI LLM platform administration are needed. White-glove support supporting VIPs/executives is highly preferred.

The Mac IT Operations Specialist (L2) provides basic technical assistance and support to internal end users as well as augments the IT Service Desk Team by performing repetitive tasks and functions, such as imagining hardware, swapping devices, and counting IT hardware inventory.

Responsibilities:

• Be the face of IT to corporate employees in the respective office location.
• Ensure that the physical IT technology in the office is operational (e.g. AV rooms, wifi, badge readers, cameras, etc).
• Oversee the suite of collaboration tooling in use and ensure end users have great experiences using the tools provided.
• Work to improve the procurement and asset management practices for IT hardware and software.
• Be responsible for the physical inventory of computer assets, and ensure the local equipment is tracked efficiently and securely.
• Work with Finance and IT leadership to manage budgets and costs for IT spend.
• Work with the broader IT team to provide training, documentation, and learning opportunities to peers and IT staff on support processes and techniques.
• Execute standard Onboarding & Offboarding processes for employees joining and leaving the company.
• Engage directly with employees and internal users who are experiencing IT related service issues. Resolve incidents such as network access, hardware break/fix, and software related problems as well as execution of defined service requests (e.g., installing licensed software, provisioning user access to software applications).
• Use defined escalation processes to elevate support issues that require staff with specialized skills or higher-level administrative permissions to resolve.
• Utilize standard operation procedures (SOPs) to perform routine tasks and work with engineering teams to define new SOPs for common support functions.
• Participate in after-hours, on-call support rotation.

Required Skills:

• 3+ years of IT end user support experience in a Mac focused environment (80% Mac/20% Windows)
• Prior experience providing Desktop Support at Tier 2 levels as well as being in an active member of an on-call support rotation.
• Experience using desktop imagining and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
• Hands-on experience working with and updating support tickets in a ticket management platform such as ServiceNow, Zendesk, or Jira.
• Customer focused approach to delivering excellent service and support to internal customers.

The estimated pay range for this position is USD $39.00/Hr. - USD $40.00/Hr.

Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.