Global IT Support Specialist

Milestone Technologies, Inc. (Corporate) is hiring a Global IT Support Specialist to provide hands-on technical assistance for end-users across hardware, software, and connectivity. This onsite role in Fremont, CA serves as a key point of contact for IT incidents and service requests, using established IT service management tools to track, document, and resolve issues.

As a central support resource, you’ll troubleshoot common technology problems, help users regain access to systems, and maintain accurate records for transparency and service continuity. The position also includes onboarding and lifecycle support for employees, along with security and compliance-focused guidance.

What you’ll do

• Respond to and resolve IT support requests from users via phone, email, and a ticketing system (including Salesforce ITSM).
• Diagnose and troubleshoot hardware, software, and network issues across desktops, laptops, mobile devices, and peripherals.
• Document, track, and manage support work to ensure timely resolution and strong customer service.
• Set up, configure, and maintain computer systems, software applications, and peripheral devices.
• Fulfill service requests for installing, moving, adding, or changing hardware, software, or access requirements by due dates.
• Install and update software applications, operating systems, and patches.
• Support onboarding for new employees, including equipment setup and user account creation.
• Assist with new-hire account creation and termination processes to ensure seamless access and deprovisioning.
• Help users with network access, VPN connectivity, and remote access issues.
• Troubleshoot Wi-Fi and Ethernet connectivity for both local and remote users.
• Escalate complex network issues to the appropriate team or external support when needed.
• Maintain detailed records of requests and resolutions in ServiceNow.
• Create and update documentation for common issues and IT support procedures.
• Provide basic training to end-users on IT best practices and effective use of software and hardware.
• Track and manage IT assets, including inventory of hardware, software licenses, and peripherals.
• Assist with maintenance and replacement of IT equipment as required.
• 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.
• Support of some client engagements.
• Perform other duties as assigned by the manager.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3-5 years of experience as a Desktop Support Technician.
• Basic knowledge of IT service management frameworks such as ITIL.
• Understanding of networking, systems, and general IT infrastructure.
• Experience troubleshooting and supporting a range of IT systems and applications.
• Proficiency troubleshooting Windows, macOS, and common software applications, including 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, along with 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.
• Strong customer service and communication skills, including the ability to explain technical concepts clearly.
• Excellent problem-solving skills with strong attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• CompTIA A+, CompTIA Network+, or similar certifications preferred.
• MCSE: Desktop Infrastructure and CCNA are a plus.
• ITIL Foundation or higher, or other relevant ITSM certifications is a plus.

Technologies you may work with

• Salesforce ITSM, ServiceNow
• Microsoft Office, Windows, macOS
• Intune, JAMF, Unified Endpoint Management (UEM)
• MDM, Active Directory
• VPN, Wi-Fi, Ethernet
• VMware, Azure, AWS
• ITIL, CompTIA A+, CompTIA Network+
• MCSE: Desktop Infrastructure, CCNA
• ITSM

Working conditions

• Reports to: Global IT Manager/Supervisor
• Department: Information Technology
• Employment type: Full-time, onsite
• Travel: May require occasional travel to regional offices
• Flexibility: Ability to work across different time zones
• Physical requirements: Ability to lift and move IT equipment as necessary

Compensation

• Estimated pay range: $38 to $41 per hour + Benefits
• Exact compensation and offers depend on job-related knowledge, skills, experience, licenses or certifications, and location.