IT Support Specialist (Mac)

Milestone Technologies - Palo Alto, CA3.4



IT Operations Support is part of the 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
  • Slack
  • G-Suite
  • OneLogin or any SSO solution
  • Ubiquity or any Wifi solution
  • JIRA dashboards, routing isa plus.

Job Type: Full-time


  • Apple troubleshooting: 2 years (Required)
  • helpdesk: 1 year (Required)