IT Support Specialist L2

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. With over 25 years of experience, Milestone supports category-defining enterprise clients and specializes in Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. The company fosters a collaborative, inclusive, and employee-first culture, empowering professionals to deliver transformational IT solutions through best practices and continuous service improvement.

About the role

Functioning as part of a Help Desk support team, this position serves as a first point of contact providing day-to-day comprehensive technical support to end-users in hardware, software applications, mobile devices, and network connectivity. The Level 2 IT Support Specialist will assume full ownership of request and incident resolution, ticket tracking, and Help Desk tasks including initial triage, prioritization, and escalations. The customer predominantly uses Mac OS and Chrome OS, with a growing Windows environment.

Responsibilities

• Answer questions and provide support for employees in person and online (via email, Slack, and tickets).
• Image Mac, Windows, and Linux computers and configure them for employees.
• Serve as the point person at the office for troubleshooting network connectivity, testing Audio/Visual (AV) equipment, and handling inventory.
• Work with various IT departments to streamline processes and improve existing programs.
• Take on project-based work to enhance IT systems and the employee experience.
• Train other employees on new applications, hardware, and technologies.
• Provide regular weekend coverage as needed.

Requirements

• High School Diploma or GED.
• 2+ years of related IT experience and work with Ticketing Systems (ServiceNow preferred).
• VOIP administration experience.
• Experience troubleshooting at Level 1 and 2 for MacOS, Chrome OS, and Windows.
• Command-line Unix experience.
• Familiarity with Juniper and Aruba network equipment.
• Understanding of A/V concepts and functionality.
• Experience with GSuite tools including Gmail, Google Docs, and Google Calendar.
• Exceptional verbal and written communication skills with an emphasis on clarity, conciseness, and friendliness.
• Empathy and passion for the customer experience.
• History of expanding knowledge via technical training (self-taught and/or formal) and certification.
• Drive to assist customers and solve technical problems.
• Strong problem-solving and intuitive troubleshooting skills.
• Understanding of connecting computers to networks, especially over Wi-Fi.
• Human-centric approach to work, aiming to be a resource for employees.

Schedule

Onsite daily in Southfield, MI, with core hours from 8 AM to 6 PM. This role may include regular weekend coverage.

Local Detroit area applicants only.