Job
Description
Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed. Job Overview The Endpoint Support Analyst will provide critical day to day support for Windows and Mac devices. The analyst will work on ServiceNow user tickets and basic project work. The candidate must be self-motivated and autonomous, proficient in communication both written and verbal, and experienced with ITIL processes. Troubleshoot issues with Windows and Mac device enrollment using Microsoft Autopilot and JAMF over the air provisioning. Support OS patching, Microsoft Office, and Google Chrome changes, and review and solve hardware driver issues. Monitor and remediate compliance and configuration drift using reports, proactive remediation scripts, and integrated analytics tools such as Log Analytics. Understanding of Group Policy Objects (GPOs) and Conditional Access policies Research and resolves systemic issues and problems with software and hardware on Windows and Mac systems. Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job Collaborate with the Service Desk and other L1 teams to identify systemic issues and coordinate investigation and solution implementation. Completes project assignments and ad-hoc project needs commensurate with job expectations. Basic Qualifications: Bachelor’s degree and 2 years of Information Systems experience OR Associate’s degree and 4 years of Information Systems experience OR High school diploma / GED and 8 years of Information Systems experience Preferred Qualifications: 4+ years providing end-user support in a multi-system environment including issue resolution, upgrades/patching, and general management across PC, Mac, Tablet, Smartphones, VDIs and peripherals Working knowledge of MS Office Suite and Browser management required. PowerShell, python or other scripting tools would be very helpful 2+ years working with Intune, JAMF, ServiceNow, and NextThink or 1e Tachyon. Working knowledge of Agile methodology Ability to address rapidly changing priorities in a fast-paced environment Familiar with ITIL-based processes and the use of ServiceNow or similar management platform Excellent communication, interpersonal skills, and writing skills with ability to understand customer needs Passionate about customer service and how it can transform businesses Excellent project management skills and ability to multitask with ease The Endpoint Support Analyst will provide critical day to day support for Windows and Mac devices. The analyst will work on ServiceNow user tickets and basic project work. The candidate must be self-motivated and autonomous, proficient in communication both written and verbal, and experienced with ITIL processes. Troubleshoot issues with Windows and Mac device enrollment using Microsoft Autopilot and JAMF over the air provisioning. Support OS patching, Microsoft Office, and Google Chrome changes, and review and solve hardware driver issues. Monitor and remediate compliance and configuration drift using reports, proactive remediation scripts, and integrated analytics tools such as Log Analytics. Understanding of Group Policy Objects (GPOs) and Conditional Access policies Research and resolves systemic issues and problems with software and hardware on Windows and Mac systems. Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job Collaborate with the Service Desk and other L1 teams to identify systemic issues and coordinate investigation and solution implementation. Completes project assignments and ad-hoc project needs commensurate with job expectations. Basic Qualifications: Bachelor’s degree and 2 years of Information Systems experience OR Associate’s degree and 4 years of Information Systems experience OR High school diploma / GED and 8 years of Information Systems experience Preferred Qualifications: 4+ years providing end-user support in a multi-system environment including issue resolution, upgrades/patching, and general management across PC, Mac, Tablet, Smartphones, VDIs and peripherals Working knowledge of MS Office Suite and Browser management required. PowerShell, python or other scripting tools would be very helpful 2+ years working with Intune, JAMF, ServiceNow, and NextThink or 1e Tachyon. Working knowledge of Agile methodology Ability to address rapidly changing priorities in a fast-paced environment Familiar with ITIL-based processes and the use of ServiceNow or similar management platform Excellent communication, interpersonal skills, and writing skills with ability to understand customer needs Passionate about customer service and how it can transform businesses Excellent project management skills and ability to multitask with ease Compensation Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location. Our Commitment to Diversity & Inclusion At Milestone 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. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
