IT Support Specialist L2

Milestone Technologies - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

Milestone Technologies is seeking an IT Support Specialist L2 to join our Help Desk support team in Atlanta, GA. This role is pivotal as it serves as the first point of contact for providing comprehensive technical support to end-users. The IT Support Specialist will be responsible for addressing a variety of technical issues related to hardware, software applications, mobile devices, and network connectivity. The position requires a proactive approach to managing requests and incidents, ensuring that all assigned tickets are tracked and resolved efficiently. The specialist will engage with CashApp employees both in person and online, providing support through various channels including email, Slack, and ticketing systems. In this role, you will be tasked with imaging and configuring Mac, Windows, and Linux computers for CashApp employees, troubleshooting network connectivity issues, testing Audio/Visual (AV) equipment, and managing inventory. You will also collaborate with different IT departments to streamline processes and enhance the overall employee experience. The position may involve small project-based work aimed at improving IT systems and the CashApp environment. Additionally, you will have the opportunity to showcase your expertise by training other employees on new applications and hardware. To succeed in this role, you should possess a minimum of two years of experience in IT support, with a strong emphasis on customer service and problem-solving skills. A human-centric approach is essential, as you will be a resource for employees seeking assistance. The role may require regular weekend coverage, and familiarity with VOIP administration, Chrome OS, and Unix command-line is preferred. Exceptional communication skills, both verbal and written, are crucial for effectively assisting users and conveying technical information clearly and concisely.

Responsibilities

• Serve as the first point of contact for technical support to end-users.
• Provide day-to-day comprehensive technical support in hardware, software applications, mobile devices, and network connectivity.
• Assume full ownership of request and incident resolution, including status and tracking of assigned tickets.
• Perform initial ticket triage, prioritization, and escalations as needed.
• Image and configure Mac, Windows, and Linux computers for employees.
• Troubleshoot network connectivity issues and test Audio/Visual (AV) equipment.
• Manage inventory and assist with various IT department tasks.
• Offer ideas to streamline processes and improve existing programs.
• Take on project-based work to enhance IT and CashApp systems.
• Train other employees on new applications and hardware.

Requirements

• Minimum 2 years of experience in IT support.
• Strong empathy and passion for customer experience.
• Proven history of providing excellent customer service.
• Experience with MacOS, Chrome OS, and Windows.
• Problem-solving and intuitive troubleshooting skills.
• Understanding of connecting computers to networks, especially over WiFi.
• Human-centric approach to work, focusing on being a resource for employees.
• Experience with VOIP administration and troubleshooting.
• Command-line Unix experience.
• Understanding of A/V concepts and functionality.
• Experience with GSuite tools including Gmail, Google Docs, and Google Calendar.
• Exceptional verbal and written communication skills.

Nice-to-haves

• Experience with AI and automation tools.
• Technical training (self-taught and/or formal) and certification.

Benefits

• Competitive salary based on experience and skills.
• Opportunities for professional development and training.
• Inclusive and diverse workplace culture.
• Employee-first performance-based culture.