L2 Help Desk Technician - Mac & PC Support

Milestone Technologies, Inc.; Mountain View (CA); On-site; USD 35,817 - 52,348; Full time

Job summary

Milestone Technologies, Inc. seeks a proactive Help Desk Technician to join our fast-moving IT support team in Mountain View, CA. You will resolve complex user issues across PC, Mac, and mobile devices, delivering outstanding service via chat, ticket, and phone.

This role emphasizes clear communication, empathy, and strong diagnostic skills as you troubleshoot networks, applications, and sign-in problems, while coaching others and contributing to a world-class end-user experience.

Qualifications

• 3+ years of experience in a Help Desk role w/walk-up service required, VIP support preferred
• Strong interpersonal communication skills with a high degree of empathy
• 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 required
• 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
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Working knowledge of Active Directory and basic AD administration

Responsibilities

• Apply critical thinking to complex user requests and provide context and information to deliver the best solutions quickly
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired network access
• Support user requests and perform remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provide coaching for other technicians when workflow deficiencies are identified
• Attend and participate in weekly team syncs by driving actionable discussions
• Display learning agility by actively seeking answers when technically challenged
• Seek feedback from other Help Desk Technicians to optimize and improve support

Skills

3+ years Help Desk experience

Mac OS troubleshooting

Windows OS troubleshooting

Communication & empathy

Ticketing system excellence

Mobile device support

VIP support

Problem solving

Collaboration & teamwork

Learning agility

Education

HS Diploma or GED

Tools

Slack

Microsoft Teams

Google Workspace

ServiceNow

Zendesk

Jira

Okta

Active Directory

Job description

Milestone Technologies, Inc. seeks a proactive Help Desk Technician to join our fast-moving IT support team in Mountain View, CA. You will resolve complex user issues across PC, Mac, and mobile devices, delivering outstanding service via chat, ticket, and phone.

This role emphasizes clear communication, empathy, and strong diagnostic skills as you troubleshoot networks, applications, and sign-in problems, while coaching others and contributing to a world-class end-user experience.