IT Support Specialist

hace 2 meses

Juárez, Chihuahua, México Milestone A tiempo completo
About the Role

We are seeking a highly skilled and experienced IT Support Specialist to join our team at Milestone Technologies. As a Help Desk Professional, you will be responsible for providing exceptional technical support and service to our internal users, ensuring that they receive timely and effective solutions to their technical issues.

Key Responsibilities
  • Provide hardware and software IT support and technical education to end users both remotely and onsite
  • Deploy, manage, and ship our inventory of endpoints to ensure seamless connectivity and productivity
  • Recover hardware from users and apply critical thinking to efficiently troubleshoot simple and complex user requests and issues
  • Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, and password resets
  • Support user requests and perform break/fix or remote installations as needed
  • Support audio-visual requirements for internal and customer-facing events
  • Lead in ticket processes and provide coaching for other technicians when workflow deficiencies are identified
  • Monitor and analyze team metrics, such as backlog, aging, and effectiveness, and take actions based on current trends in service
  • Document systems and processes to ensure continuous improvement
  • Display learning agility by actively seeking answers when technically challenged and seeking feedback from other Help Desk Technicians to optimize and improve support
Requirements
  • Minimum 1-2 years of experience in a Help Desk role with walk-up service required, VIP support preferred
  • Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required
  • Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace required
  • Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required. Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
  • Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred
Preferred Qualifications
  • Experience with enterprise SaaS (G Suite, Slack, Zoom, Okta, SimpleMDM, Okta)
  • Knowledge of Apple products, Androids, and Windows PCs (Macbooks, iphones, android, Windows OS)
  • Software re-imaging of laptops
Our Commitment to Diversity & Inclusion

At Milestone Technologies, we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance.

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