L2 IT Help Desk Technician — Dynamic, Impactful Support

Milestone Technologies, Inc.; Washington (District of Columbia); On-site; USD 52,000 - 66,000; Full time

Job summary

Strong communication and empathy are essential, as is experience with Outlook, Exchange, AD, and remote access tools. The role emphasizes teamwork, learning agility, and customer-focused service.

Qualifications

• 2+ years of experience in a helpdesk role
• Strong interpersonal communication with empathy
• Proficiency with Microsoft Outlook (Windows & Mac) and Outlook Web Access
• Experience supporting Windows OS in a commercial or enterprise environment
• Microsoft Exchange, Groups and permissions
• Knowledge of Windows troubleshooting including registry and crashes
• Understanding of fault domain isolation and root-cause analysis
• Experience resolving secure network access issues with Juniper or Cisco
• Familiarity with video collaboration tools (Zoom, WebEx)
• Support for iOS and Android devices
• Working knowledge of Active Directory

Responsibilities

• Troubleshoot client-side network connectivity issues including authentication and remote access
• Provide remote installations and assist users with access problems
• Support messaging and calendaring services and content collaboration
• Assist remote users with device issues including mobiles
• Lead ticket processes and coach others to improve workflows
• Attend weekly team syncs and drive actionable discussions
• Seek feedback to optimize support and understand user needs

Skills

Interpersonal communication

Helpdesk experience

Remote support

Ticket handling

Critical thinking

Learning agility

Team collaboration

Customer service

2+ years in helpdesk

Education

HS Diploma or GED

Tools

Outlook

Microsoft Exchange

Active Directory

Zoom

WebEx

Juniper Networks

Cisco VPN

Job description

Strong communication and empathy are essential, as is experience with Outlook, Exchange, AD, and remote access tools. The role emphasizes teamwork, learning agility, and customer-focused service.