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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Global IT Support Specialist - **Company:** Milestone Technologies, Inc. - **Location:** Fremont, CA, United States - **Experience:** Experienced - **Salary:** $79,040.0 - $85,280.0 - **Contract:** Permanent contract - **Skills:** Access Network, Active Directory, Amazon Web Services, Apple Mac Systems, Software Applications, Microsoft Azure, Cloud Computing, Complex Networks, CompTIA Network+, Desktop Computing, Desktop Virtualization, Ethernet, Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, Remote Access Technology, Remote Service Software, Salesforce.Com, Software Deployment, Virtualization Technology, Windows Desktop, Wi-Fi Technology, Peripherals, Microsoft InTune, Information Technology, Deployment Automation, Casper Suite, Laptops, User Administration, Servicenow, Unified Endpoint Management, Vmware - **Published:** October 23, 2026 - **Apply:** https://www.dice.com/job-detail/bf0e28d0-632c-4aeb-ad1e-6b88c3157e2d ## About the Role * Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience), + 3-5 Years' Experience as a Desktop Support Technician * Technical Skills: + Basic knowledge of IT service management frameworks (e.g., ITIL). + Understanding of networking, systems, and general IT infrastructure. + Experience with troubleshooting and supporting various IT systems and applications. + Proficiency in troubleshooting Windows, macOS, and common software applications (e.g., Microsoft Office). + Familiarity with IT support ticketing systems and remote support tools. + Hands-on experience with standard deployment tools such as Intune and JAMF is highly preferred, as well as Unified Endpoint Management (UEM) systems. + Experience with mobile device management (MDM) and basic Active Directory administration is a plus. + Basic understanding of Virtualization and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus) * Soft Skills: + Strong customer service and communication skills, with the ability to explain technical concepts clearly. + Excellent problem-solving skills and attention to detail. + Ability to work independently and as part of a team in a fast-paced environment. * Certifications: + CompTIA A+, CompTIA Network+, or similar IT support certifications (preferred). + MCSE: Desktop Infrastructure and CCNA a plus. + ITIL Foundation or higher, or other relevant ITSM certifications is a plus., * Ability to lift and move IT equipment as necessary ## Description The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support Specialist is responsible for providing technical assistance and support to end-users across the organization, ensuring customer satisfaction, and maintaining a high level of service delivery. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software as needed. This role requires a broad understanding of standard office technologies to effectively address the technical needs of employees and support overall business operations. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person, and self-service channels., * Technical Support and Troubleshooting: + Respond to and resolve IT support requests from users via phone, email, and ticketing system (Salesforce ITSM). + Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals. + Document and track issues, ensuring timely resolution and excellent customer service. * Hardware and Software Setup & Support: + Set up, configure, and maintain computer systems, software applications, and peripheral devices. + Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates. + Install and update software applications, operating systems, and patches. + Assist with onboarding new employees, including setting up equipment and creating user accounts. * User Account Management: + Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning. * Network and Connectivity Support: + Assist users with network access, VPN connectivity, and remote access issues. + Troubleshoot Wi-Fi and Ethernet connectivity issues for both local and remote users. + Escalate complex network issues to the appropriate team or external support if needed. * Documentation and Knowledge Sharing: + Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow). + Create and update documentation for common issues and support procedures. + Provide basic training to end-users on IT best practices, software, and hardware use. * IT Asset Management: + Track and manage IT assets, including inventory of hardware, software licenses, and peripherals. + Assist in the maintenance and replacement of IT equipment as needed. * Security and Compliance: + Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality. + Educate users on security best practices, such as password policies and safe internet use. * Other + Support of some client engagements. + Other duties as assigned by manager.