Mac IT Service Desk Technician L2 at Milestone Technologies, Inc. Sunnyvale, CA

Downtown Boulder Partnership; Sunnyvale (CA); On-site; USD 53,726 - 61,992; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Downtown Boulder Partnership is seeking an IT Service Desk Technician to support a Mac-focused enterprise environment (500+ end users) across Sunnyvale, CA and San Francisco, CA sites. The role emphasizes Mac expertise and VIP-level support for SaaS applications.

The position is a 12-month W2 contract with pay up to USD 45/hr and separate travel compensation. Onsite office presence and after-hours on-call duties are required. Comprehensive benefits are offered.

Qualifications

• 3+ years of IT end user support experience in a Mac focused environment (80% Mac/20% Windows).
• Experience at Tier 2 desktop support and on-call rotation participation.
• Experience with desktop imaging and deployment tools (Intune, SmartImager, Imperious, SmartDeploy).
• Strong knowledge of PC hardware, software, Windows 10/11, O365, security, networking, and remote access.

Responsibilities

• Be the face of IT to corporate employees at the Sunnyvale and San Francisco sites.
• Ensure office IT infrastructure is operational (AV, wifi, badge readers, cameras).
• Oversee collaboration tools to ensure excellent end-user experiences.
• Improve IT procurement and asset management practices for hardware and software.
• Maintain physical inventory and secure asset tracking.
• Collaborate with Finance/IT to manage budgets for IT spend.
• Provide training and documentation on IT support processes to staff.
• Execute onboarding and offboarding processes for employees.
• Resolve incidents related to network, hardware, and software with defined escalations.
• Follow SOPs and assist in creating new SOPs with engineering.
• Participate in after-hours on-call support rotation.

Skills

Mac support

End user support

On-call support

Customer service

Ticketing

Tools

Intune

SmartImager

Imperious

SmartDeploy

Job description

Job Description

12-Month W2 Contract (No Visa Sponsorship/No Student Sponsorship/No C2C)

Onsite daily between Sunnyvale (94086) and San Francisco (94110) client sites.

Pay up to $45/hr. (Separate compensation for travel will be provided)

The ideal candidate will have a solid background 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 IT Service Desk Technician 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 escalatesupport 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 imaging and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
• Thorough knowledge of PC hardware, PDA devices, desktop software, Windows 10 and 11, O365, anti-virus, internet browsers, and network connectivity.
• 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 $45.00/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.