Multichannel IT Help Desk Technician (L2)

Milestone Technologies, Inc.; New York (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a motivated Help Desk Technician to join our dynamic IT support team in New York.

You will handle PC and Mac environments, resolve complex issues, and communicate clearly across chat, ticket, and phone channels to deliver fast, friendly service. The ideal candidate has 2+ years in a helpdesk role, strong interpersonal skills, and hands-on experience with Outlook, Exchange, AD, and remote support tools.

Qualifications

• HS Diploma or GED required.
• 2+ years of experience in a helpdesk role or similar.
• Strong interpersonal communication skills with empathy.
• Proficient in Microsoft Outlook client (Windows & Mac) and Outlook Web Access.
• Experience supporting PCs and Windows OS in a commercial or enterprise environment.
• Experience with Microsoft Exchange including Groups and permissions.
• Knowledge of Windows; troubleshooting and performance issues.
• Strong fault domain isolation and root-cause analysis skills.
• Experience resolving secure network access problems with Juniper or Cisco solutions.
• Knowledge of video collaboration tools (Zoom, WebEx).
• Knowledge of iOS and Android device support in enterprise environments.
• Knowledge of Active Directory and basic AD administration.

Responsibilities

• Apply critical thinking to complex user requests and provide context and information for best solutions quickly.
• Troubleshoot client-side network connectivity issues including authentication, remote access, Wi-Fi and wired connections.
• Support user requests and perform remote installations as needed.
• Assist remote users with access problems from password resets to network access failures.
• Support messaging and calendaring services and content collaboration.
• Support issues with mobile devices.
• Lead in ticket processes and coach others when workflow deficiencies are identified.
• Attend and participate in weekly team syncs with actionable discussions.
• Demonstrate learning agility by seeking answers when challenged.
• Seek feedback to optimize support while understanding user needs.

Skills

Customer service

Windows OS support

Mac support

Outlook/Exchange

Remote troubleshooting

Network connectivity

Mobile device support

Active Directory

Ticketing systems

Communication skills

Education

HS Diploma or GED

Tools

Microsoft Exchange

Zoom/WebEx

Job description

Milestone Technologies, Inc. is seeking a motivated Help Desk Technician to join our dynamic IT support team in New York.

You will handle PC and Mac environments, resolve complex issues, and communicate clearly across chat, ticket, and phone channels to deliver fast, friendly service. The ideal candidate has 2+ years in a helpdesk role, strong interpersonal skills, and hands-on experience with Outlook, Exchange, AD, and remote support tools.