Milestone Technologies, Inc.

Help Desk Technician

Job ID
# of Openings
Hire Type
Regular Full-Time
Job Category
Help Desk / Call Center


We are looking for a rock star IT Ops Helpdesk Technician to join our team in San Francisco, CA! In this role, you will be supporting the Corporate Operations team to perform desktop services.


  • Monitor, update and maintain tickets in defined ticketing system
    • Respond to tickets, contact users and plan workload
    • Update tickets with the latest status
    • Escalate the ticket to the correct group if the incident cannot be resolved
    • Sign-off closed tickets with the user
    • Close tickets that have been resolved
  • Identify Interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages
  • Imaging and Deployment support of Mac, PC, and Cell phone hardware
  • Setting up the computer(s), monitor(s), phone(s)
  • Maintain physical presence at designated service locations and time for employees to pick up user’s computer, or delivering to end-user.
  • Software installation (based on standard software image and guidelines)
    • Set-up in accordance with documentation.
    • Troubleshoot software in the Standard Software image and 3rd party applications
  • Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed.
  • Training end users on how to operate the equipment as requested
    • Check to see if paper and toner is adequate. Refill, stock and change as necessary.
    • Check to see if equipment is operational (no paper jams, power is on and general health     
    • Check and troubleshooting simple issues and escalation of complex issues to appropriate employees)
    • Check stock levels of standard equipment; notify named employee when stock levels are low or order as defined by manager.
    • Conference room sweeps to verify Video Conferencing cabling, Chromebox settings as per defined checklist
  • Hardware management to include, but not limited to.
    • Change out hardware components as requested and perform basic data transfers from old hard drive to new hard drive as needed
    • Ability to identify whether a failure exists and adequately describe the failure to the repair center or manufacturer.
    • Process RMA and track repairs to repair centers or manufacturers.
    • Liaison for repair and purchasing from 3rdParty vendors
    • Tracking of hardware warranty contract service agreement document and expiration of such contracts and documents as needed
    • Receive and asset tag equipment based on the process to include, but not limited to: Laptops, Desktops, Printers, Servers and Misc. Equipment as required
  • Software Management to include, but not limited to: Virus, spyware and adware check and cleanup as needed
  • Basic troubleshooting of software and hardware issues
  • Secure password management for any and all provided passwords
  • Support access to corporate network/wireless and applications both on the network as well as over VPN.
  • Coordinate execution of tasks with guidance from primary support representatives Manage IT inventory of stock in-house, such as moving, sorting, cleaning, stocking etc.


  • Comprehensive knowledge and experience with Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups.
  • Applied experience with Microsoft Exchange™ and other Microsoft technologies including a firm understanding of Active Directory is key.
  • Comprehensive understanding of Mac OS from command line troubleshooting to resolving individual application failures
  • Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues. 
  • Experience with troubleshooting Windows and OSX Operating Systems, desktops, and printers/ print servers.
  • Comprehensive knowledge and experience with Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups.
  • Experience supporting TCP/IP networks, LAN/WAN design and administration, and wireless networking is desirable.



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