Service Desk L1 Technician

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 seeking a Help Desk Technician to join our skilled IT Help Desk Operations team, providing support to local and global internal users. The goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. The role involves supporting both Mac and PC environments, resolving complex technical issues efficiently, and valuing the people behind the problems. This position operates Monday through Friday during standard business hours.
Provide hardware and software IT support and technical education to end users, both remotely and onsite.
Apply critical thinking to efficiently troubleshoot simple and complex user requests and issues, providing context and information for the best solutions.
Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
Support user requests, perform break/fix or remote installations as needed.
Support AV for internal and customer-facing events.
Lead in ticket processes and provide coaching for other Technicians when workflow deficiencies are identified.
Have a deep understanding of defined team metrics and take actions based on current trends in Service.
Document systems and ensure continuous process improvement.
Display learning agility by actively seeking answers when technically challenged.
Seek feedback from other Help Desk Technicians to optimize and improve support, maintaining a solid understanding of general user support needs and requirements.

Qualifications
Minimum 1+ years of experience in a Help Desk role with walk-up service required; VIP support preferred.
Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures.
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
Effective interpersonal communication skills with a high degree of empathy are 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.
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.
Ability to facilitate or teach is highly preferred.

Compensation

Estimated Pay Range:

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.