Apprentice - Junior Remote Support Technician
Milestone Technologies, Inc. is seeking a Junior Remote Support Technician to provide entry-level IT support and application assistance for internal users. This role focuses on basic troubleshooting, customer support, and issue escalation, following documented processes and guidance from senior team members.
Our goal is to deliver reliable, friendly, and timely IT support. This position is ideal for someone early in their IT career who is passionate about technology, enjoys helping others, and is eager to learn in a fast-paced support environment.
Responsibilities
- Act as a first point of contact for internal IT support requests
- Provide basic software, account, and device support to end users
- Assist users with computers, mobile devices, printers, and common applications
- Troubleshoot basic issues on macOS, Windows, and Chrome OS using chat, email, video conferencing, and ServiceNow
- Support iPhone, Android phones, iPads, and other end-user hardware
- Assist with setup of mobile devices, email, VPN, and secure network access by following established procedures
- Triage incoming requests and resolve common issues or escalate to higher-level support teams
- Perform basic network connectivity checks (Wi-Fi, VPN, wired connections) and escalate complex issues
- Support new hire onboarding by helping users understand IT tools and processes
- Assist with AV-related tickets and conference room issues, escalating as needed
- Maintain accurate ticket documentation and status updates in ServiceNow
- Follow runbooks, knowledge base articles, and escalation paths
- Identify recurring issues and flag trends to senior team members
Technical Qualifications (Junior Level)
- Basic understanding of troubleshooting concepts and escalation practices
- Familiarity with macOS, Windows, and Chrome OS
- Ability to follow documented steps to resolve common application issues