Milestone Technologies, Inc.

Sr. Desktop Support Analyst

Job ID
# of Openings
Hire Type
Regular Full-Time
Job Category
Desktop Support


As part of a global Desktop Support team this position will function as first point of contact providing day-to-day comprehensive technical support to end-users in the areas of hardware, software applications, mobile devices, and network connectivity.  The Desktop Support individual will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Helpdesk tasks including initial ticket triage, prioritization and escalations.


  • Provide support to Guidewire executives
  • Provide end user training on various services and systems
  • Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
  • Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the Help Desk to the appropriate IT teams when required
  • Provide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and procedures
  • Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services
  • Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities
  • Participate in weekly operational meetings
  • Participate in assigned IT Projects


  • 7+ years in Desktop Support
  • Solid hands on experience with a variety of operating systems, but primarily Microsoft Windows 7, Windows 10 and Apple OS X
  • On the job experience or exposure to: Active Directory, Active Sync, Exchange, Apple support. Understanding of network protocols in a Microsoft environment
  • Experience supporting applications such as:  MS Office Suite 2013 & 2016, O365 Suite, Cisco AnyConnect, Webex, Lifesize
  • VIP/Executive Management support experience required
  • Experience with full Microsoft O365 Suite required
  • Experience evaluating and testing new products and communicating pros/cons of usage
  • Experience creating easy to use end user and technical support documentation
  • Knowledge of remote deployment tools such as: SCCM, Altiris, or SMS
  • A fundamental understanding of virtual environments, utilizing such tools as VMWare & Virtual PC
  • Aptitude for understanding and troubleshooting hardware and software problems and ability to determine user needs
  • Excellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturity
  • Knowledge and experience with remote troubleshooting; able to troubleshoot without seeing the system
  • Strong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of work
  • Willingness and ability to work flexible hours
  • Be a team player. Ability and desire to share knowledge with members of the team
  • Physical ability to lift and install equipment (computers, peripherals, projectors, screens, etc.) in and around desks and small places.
  • Bachelor’s Degree in IT or Business Management preferred


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