Help Desk Technician L1: Mac/PC Support & Customer Service

Milestone Technologies, Inc.; Jacksonville (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Help Desk Technician to join our IT Help Desk Operations team, supporting local and global internal users in Mac and PC environments.

You will deliver high-quality technical and non-technical support with excellent customer service during standard business hours, Monday through Friday. You will troubleshoot a range of issues, from authentication to network connectivity, and assist with AV and remote installations.

Qualifications

• 1+ years of Help Desk experience with walk-up service.
• Mac OS troubleshooting from command line and app issues.
• Familiarity with Slack, Teams, Google Workspace.
• Experience with Microsoft Exchange and Google Admin (Groups/permissions).
• Knowledge of Windows OS issues including registry and crashes.
• Familiarity with ServiceNow, Zendesk, Jira or Okta preferred.

Responsibilities

• Provide hardware and software IT support to end users onsite and remotely.
• Troubleshoot simple and complex user requests with clear context.
• Resolve client network issues including authentication and remote access.
• Support user requests and perform break/fix or remote installations.
• Assist with AV for internal and customer-facing events.
• Lead ticket processes and coach other technicians when needed.
• Monitor team metrics and act on current service trends.
• Document systems and drive process improvements.
• Seek answers and feedback to improve support quality.
• Collaborate with team to meet user needs and requirements.

Skills

Help Desk

Mac OS troubleshooting

Google Workspace

Microsoft Exchange

Windows troubleshooting

ServiceNow/Jira/Zendesk/Okta

Tools

Slack

Teams

Google Admin

Jira

Zendesk

Okta

Job description

Milestone Technologies, Inc. is seeking a Help Desk Technician to join our IT Help Desk Operations team, supporting local and global internal users in Mac and PC environments.

You will deliver high-quality technical and non-technical support with excellent customer service during standard business hours, Monday through Friday. You will troubleshoot a range of issues, from authentication to network connectivity, and assist with AV and remote installations.