Mac & PC Help Desk Pro - L1 Support (Remote & Onsite)

Milestone Technologies, Inc.; Jacksonville (FL); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Taleo is seeking a Help Desk Technician to join our IT Help Desk Operations team, delivering responsive support to local and global internal users across Mac and PC environments. You will troubleshoot complex issues, document solutions, and provide courteous, timely guidance to non-technical staff.

This role operates Monday through Friday during standard business hours, offering opportunities to coach teammates and contribute to process improvements while maintaining a strong focus on customer

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.
• 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.

Responsibilities

• Provide hardware and software IT support and technical education to end users, both remotely and onsite.
• Apply critical thinking to troubleshoot simple and complex user requests, 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

Interpersonal communication

Customer service

Critical thinking

Teamwork

Tools

Slack

Microsoft Teams

Google Workspace

ServiceNow

Zendesk

Jira

Job description

Taleo is seeking a Help Desk Technician to join our IT Help Desk Operations team, delivering responsive support to local and global internal users across Mac and PC environments. You will troubleshoot complex issues, document solutions, and provide courteous, timely guidance to non-technical staff.

This role operates Monday through Friday during standard business hours, offering opportunities to coach teammates and contribute to process improvements while maintaining a strong focus on customer