Service Desk Technician L2

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

We're looking for a Service Desk Technician to join our skilled IT Operations team, serving local and global internal users. Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness. The Service Desk Technician has experience in supporting both Mac and PC environments, can hold a conversation as well as resolve complex technical issues effectively and efficiently, and is someone who values the people behind the problems. This role works Monday through Friday during standard business hours.

Responsibilities

• Provide hardware and software IT support and technical education to end users both remotely and onsite.
• Applies critical thinking to efficiently troubleshoot simple and complex user requests and issues. and provides as much context and information as possible to deliver the best solutions as quickly as possible.
• Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
• Supports user requests and performs break/fix or remote installations as needed.
• Set up and break down audio-visual equipment for meetings and events, including projectors, microphones, and speakers.
• Operate and monitor equipment during meetings, managing sound levels, remote cameras, video playback, and webcasting.
• Has deep understanding of defined team metrics, such as backlog, aging, effectiveness, and takes actions based on the current trends in service.
• Document our systems and ensure our processes are always improving.
• Displays learning agility by actively seeking answers when technically challenged.

Technical Qualifications

• Minimum 1-2 years of experience in a Help Desk role w/walk-up service required, VIP support preferred.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required.
• Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required.
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred

Skills

• Strong interpersonal communication skills with a high degree of empathy is a must.
• Can deliver outstanding customer service and provide simplified explanations of complex technical issues.
• Applies critical thinking and root cause analysis to complex end user requests and incidents to deliver the best possible solution.
• Ability to support others in a team environment, as well as the ability to work with limited supervision.
• Adapts well to ever-changing needs and business processes.

Compensation

Estimated Pay Range: 37.00/hr with benefits

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.