IT Operations / Service Desk Technician

Milestone Technologies, Inc. - Redwood City, CA3.4

IT Operations Support is part of IT team providing first and second line IT technical support to internal Sumo Logic employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolve a wide range of technical issues. The IT Operations staff works in a dynamic, fast-paced environment that provides IT services over the phone, through email/chat, or for walk-in customers.

Set up and maintain office network and hardware (new Macs for employees, WiFi access points, routers, and printers)
Set up and configure software used across the office (conferencing tools, communication etc)
IT assets & inventory
Boarding process (on/off boarding of users)
Troubleshoot user Application Issues
Procure and manage Apple repairs for hardware
Troubleshoot help desk tickets
Manage accounts in SaaS Systems

Typical Tasks are as follows:
Onboard users and offboard users + collect their laptop
Mac laptop building or re-provisioning
Mac laptop upgrades
Processing Apple Repairs
Desktop setup
Troubleshoot applications on Mac laptops
Troubleshoot hardware issues on Mac laptops
Troubleshoot Zoom rooms or connectivity issues
Daily audit of Zoom rooms, inventories, printers - environment audit check
Issue Accounts for RingCentral users
Hardware accessory distribution and replacement
Fixing daily printer jams, ordering toner, etc.
Asset tracking
Purchase Apple hardware for incoming users as needed
Shipping laptops

MacOS administration or familiarity with Linux OS
Assistive mindset
Good people skills
Fluent in English

Knowledge of Tools:
Zoom conferencing
OneLogin or any SSO solution
Ubiquity or any Wifi solution
JIRA dashboards, routing is a plus.