Job Description

Milestone is looking for a technician to work with our logistics team. A bright, driven, and enthusiastic individual with experience in supporting both Windows and Mac environments. Someone who can communicate positively while resolving complex technical issues effectively and efficiently. We want people for whom going “over and above” is second nature, who value the people behind the problems, and for whom technology is their passion.

This position will primarily be in an office environment. The position entails; shipping and receiving, deployment of IT related materials, inventory management, and white glove customer service. This person will primarily support the deployment team, though will also be cross trained in other department responsibilities as needed and able.

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
• Update your users constantly to keep them in the loop with the status of their incidents, requests or problems
• Educate users on basic functions and new technologies that will help 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 both simple and complex user requests, document the interaction with the user, and follow-up with the user to confirm
• Provide walkup support during normal business hours, Mon-Fri
• Receive and process equipment from supplier sites; deliver those shipments to stock rooms and local help desks
• Complete data entry in inventory management systems and verifying accuracy of requests; matching quantities and types
• Prepare shipments including creation of labels, removing any invalid stickers, and organizing packaging to ensure safe delivery of materials
• Take part in inventory counts
• Conduct deployment services, encompassing desk setup and desk side support
• Restock and troubleshoot IT accessory vending machines around the office(s)

What You Will Need To Succeed:

• HS Diploma or GED
• 2+ years in an IT helpdesk or related role
• 1+ year general work experience in a detail-oriented, customer focused role
• Technical Skills
  • Strong understanding of Microsoft Outlook™ client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
  • Experience troubleshooting VPN and certification issues
  • Working knowledge of Active Directory and basic AD administration
  • Working knowledge of video collaboration tools (Zoom)
  • Strong Windows 7/Windows 10 Enterprise Environment, Mac OS X Yosemite and El Capitan, respectively
  • Experience with RSA tokens and Citrix environments
  • Familiarity with any ticketing system
• Soft Skills
  • A 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

Preferred Skills:

• 2+ years' experience in Logistics, Supply Chain, Warehouse or related field
• Familiarity with inventory management tools
• Available to work 40 hours/5 days per week with offset hours

• Ability to move/lift at least 25 lbs.