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.ResponsibilitiesAct as a first point of contact for internal IT support requestsProvide basic software, account, and device support to end usersAssist users with computers, mobile devices, printers, and common applicationsTroubleshoot basic issues on macOS, Windows, and Chrome OS using chat, email, video conferencing, and ServiceNowSupport iPhone, Android phones, iPads, and other end-user hardwareAssist with setup of mobile devices, email, VPN, and secure network access by following established proceduresTriage incoming requests and resolve common issues or escalate to higher-level support teamsPerform basic network connectivity checks (Wi-Fi, VPN, wired connections) and escalate complex issuesSupport new hire onboarding by helping users understand IT tools and processesAssist with AV-related tickets and conference room issues, escalating as neededMaintain accurate ticket documentation and status updates in ServiceNowFollow runbooks, knowledge base articles, and escalation pathsIdentify recurring issues and flag trends to senior team members Technical Qualifications (Junior Level)Basic understanding of troubleshooting concepts and escalation practicesFamiliarity with macOS, Windows, and Chrome OSAbility to follow documented steps to resolve common application issues

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