Service Desk Technician L1

Milestone Technologies is a global IT managed services firm that partners with organizations to enhance their technology and operational capabilities. They are seeking a Help Desk Technician to provide technical and non-technical support to internal users, ensuring efficient resolution of issues in both Mac and PC environments.

Responsibilities

• 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

Skills

• Minimum 1+ years of experience in a Help Desk role with walk-up service required; VIP support preferred
• This environment is 80% Mac and 20% Windows
• Strong 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
• 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
• VIP support preferred
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred
• Ability to facilitate or teach is highly preferred

Company Overview

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