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-focused IT Operations Specialist (L2) on-site in New York, NY.

The role supports over 500 end users across Mac and Windows, with a strong emphasis on Mac, and includes managing SaaS apps like Okta, Slack, Google Workspace, GitHub, GitLab, and GenAI platform administration. You will handle routine IT tasks, onboarding/offboarding, asset management, and VIP user support, while partnering with the IT team on service requests, incident resolution, and

Qualifications

• 3+ years of IT end user support in a Mac-focused environment (80% Mac/20% Windows).
• Experience in Desktop Support at Tier 2 and on-call rotations.
• Experience with imaging and MDM tools (Intune, SmartImager, Imperious, SmartDeploy).
• Experience updating tickets in ServiceNow, Zendesk, or Jira.
• Customer-focused approach to internal support.

Responsibilities

• Be the face of IT to employees in the office location.
• Maintain operational office IT, including AV, wifi, badge readers, and cameras.
• Oversee collaboration tools and ensure strong end-user experiences.
• Improve procurement and asset management for IT hardware and software.
• Track local computer asset inventory securely.
• Collaborate with Finance and IT leadership on budgets and costs.
• Provide training and documentation to peers on support processes.
• Execute onboarding and offboarding processes.
• Resolve incidents and service requests (network access, hardware, software).
• Escalate complex issues per SOPs.
• Use SOPs and work with engineering to define new SOPs.
• Participate in after-hours on-call rotation.

Skills

Mac support

End user support

VIP/Executive support

On-call rotation

SaaS admin

Ticketing system

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 escalte 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.