Milestone Technologies, Inc. · 2 weeks ago
Service Desk Technician L1
Washington, DC
Full-time
Onsite
New Grad, Entry Level
$25/hr - $32/hrMilestone Technologies, Inc. is a global IT managed services firm seeking a Service Desk L1 Technician to assist in managing IT operations and application support. The role focuses on providing excellent technical and non-technical support, ensuring quality IT services, and driving change for the business.
Application Performance ManagementConsumer ElectronicsInformation Technology
Responsibilities
Act as the primary contact for all internal IT support requests
Provides hardware,software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers
Troubleshoots Mac, Windows and Chrome OS software and hardware for end users through service desk walk-ups, chat, video conference and ServiceNow
Troubleshoots iPhone and Android mobile phones, iPads, Mifi’s, RDK kits and other IT related hardware in-office, such as printers
Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network
Triage, assign, resolve, or escalate all incoming tickets
General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
Acts as smart hands services for enterprise Tech Services teams
Procures, provisions and deploys equipment for end users
Work with external vendors (ie Dell, CDW, Thresher, Arkphire, etc)
Oversees the replenishment and allocation of inventory to their appropriate locations
Onboarding administration
Prepares new hire hardware for deployment
Educate new hires on new software and technology related procedures to secure a swift onboarding process
Performs set-ups, break-downs, and transports equipment, such as monitors on an as-needed basis for new and existing end users
Procures AV equipment
Manage AV tickets and drive resolutions through the ServiceNow ticketing system
Break/fix resolution for AV software and hardware
Examines, designs, and implements new internal procedures to improve office procedures
Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis
Contact and collaborate with software and hardware vendors to solve technical issues as needed
Qualification
Required
A deep understanding of root-cause analysis
Strong understanding of Mac OS architecture
Ability to perform command line troubleshooting to resolve individual application failures
Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office, VMware Fusion, Apple Remote Desktop
Strong knowledge of Windows and Chrome OS
Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
Troubleshooting and application support, including MS Office
Working knowledge of the following technologies: Active Directory and basic AD administration, Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups, Cloud storage services, Basic terminal command knowledge, Communications and video conferencing tools, including Zoom & Teem, Issue and bug tracking software platforms, preferably ServiceNow, Documentation tools such as Confluence
Basic network understanding including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable
Experience troubleshooting for Mac and Windows as related to video conferencing
Familiarity with Crestron, Extron, Revolab
Understanding of analog and digital signal flow; cable termination experience a plus
Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
Ability to apply critical thinking to complex user requests, and provide as much context and information as possible in order to deliver the best possible solution
Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
Ability to work with limited supervision and stay focused while performing repetitive tasks
Ability to quickly adapt to changing needs, infrastructure, and evolving business processes
Self-motivated and detail oriented
Ability to work with multi-functional teams and external vendors
Strong documentation and communication skills
Strong time management and prioritization skills
Ability to follow through and execute on assigned tasks
Ability to identify and report trends
Must be fluent in both the local language and English
Company
Milestone Technologies, Inc.
Milestone Technologies is a global IT Services and Digital Solutions company based in Silicon Valley that helps hundreds of leading corporations deliver technology around the globe.
Founded in 1997
1001-5000 employees
H1B Sponsorship
Milestone Technologies, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2022 (2)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$42.5MKey Investors
H.I.G. Capital
2022-12-13Acquired
2015-08-11Private Equity· $42.5M
Leadership Team
Sameer Kishore
President and Chief Executive Officer
Mayank K Agrawal
Chief Financial Officer
Recent News
2025-10-01
Company data provided by crunchbase