Job Description

Milestone is seeking a technician to join our logistics team. We seek a bright, driven, enthusiastic individual with experience supporting Windows and Mac environments. You should have excellent communication skills and the ability to resolve complex technical issues effectively and efficiently positively. Going above and beyond should come naturally to you; you should value the people behind the problems. Technology should be your passion. This position will primarily be in an office environment and will involve shipping and receiving IT materials, deploying them, managing inventory, and providing white-glove customer service. You will mainly support the deployment team but will also be trained in other department responsibilities.

How You Will Make An Impact:
• Provide white-glove concierge-level customer experience supporting internal employees face-to-face, via chat, and over the phone.
• Keep users updated on their incidents, requests, or problems.
• Educate users on essential functions and new technologies to streamline their workflow.
• Troubleshoot network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
• Support users on applications and tools within the environment, including Office Suite, RSA, Okta, collaboration tools (Zoom, WebEx, Jabber, etc.), Mac, and Windows OS.
• Apply critical thinking to assist with simple and complex user requests, document interactions, and follow-up with users.
• Provide walk-up support during regular business hours, Monday to Friday.
• Receive and process equipment from supplier sites and deliver shipments to stockrooms and local help desks.
• Complete data entry in inventory management systems, verify request accuracy and match quantities and types.
• Prepare shipments, create labels, remove invalid stickers, and organize packaging for safe delivery of materials.
• Participate in inventory counts.
• Conduct deployment services, including desk setup and desk-side support.
• Restock and troubleshoot IT accessory vending machines.

What You Will Need To Succeed:
• HS Diploma or GED
• At least two years of experience in an IT helpdesk or related role
• At least two years of general work experience in a detail-oriented, customer-focused role
• Strong understanding of Microsoft Outlook client (Windows & Mac)
• Experience troubleshooting VPN and certification issues
• Working knowledge of Active Directory and basic AD administration
• Working knowledge of video collaboration tools (Zoom)
• Strong familiarity with Windows 7/Windows 10 Enterprise Environment and Mac OS X Yosemite and El Capitan, respectively
• Experience with RSA tokens and Citrix environments
• Familiarity with any ticketing system
• Strong sense of urgency
• Exceptional professionalism and customer service
• Excellent task and time management
• Clear verbal and written communication skills combined with relentless follow-up
• Strong organizational skills and attention to detail
• Ability to follow proper escalation paths
• Comfortable working independently towards team goals
• At least two years of experience in logistics, supply chain, warehouse, or related fields
• Familiarity with inventory management tools
• Availability to work 40 hours and five days per week with offset hours
• Ability to move/lift at least 25 lbs.