Senior Service Desk Technician (Mac/PC) – VIP Support

Milestone-Technologie; Phoenix (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

Milestone-Technologie is seeking a Help Desk Technician in Phoenix to support PC environments and Mac systems. The role emphasizes strong communication, rapid issue resolution, and escalating complex problems via chat, tickets, and phone.

You will troubleshoot networks, support mobile devices, and assist remote workers while contributing to team performance metrics and continuous service improvements. A dynamic, collaborative environment awaits.

Qualifications

• Must have a HS Diploma or GED.
• At least 3+ years in a Help Desk role with walk-up service; VIP support preferred.
• Excellent interpersonal communication with high empathy.
• Strong Mac OS knowledge from command line to app-level issues.
• Proficient with collaboration tools (Slack, Teams, Google Workspace).
• Experience with Microsoft Exchange or Google Admin; familiarity with Groups/permissions.
• Knowledge of Windows OS issues and general PC support in enterprise settings.
• Experience supporting iOS and Android devices in a business environment.
• Familiarity with video conferencing tools (Zoom, WebEx).
• Working knowledge of Active Directory and basic AD administration.

Responsibilities

• Apply critical thinking to complex user requests and provide context for fast solutions.
• Troubleshoot client-side network connectivity including authentication and secure Wi‑Fi.
• Support user requests and perform remote installations as needed.
• Assist remote users with password resets and network access issues.
• Support messaging and calendaring services and content collaboration.
• Support issues with mobile devices.
• Lead in ticket processes and coach others when workflows are deficient; monitor metrics like backlog and aging.
• Attend weekly team syncs and drive actionable discussions.
• Display learning agility by seeking answers when challenged and solicit feedback to improve support.

Skills

Customer facing communication

Mac OS troubleshooting

Windows OS troubleshooting

Remote support

Critical thinking

Team collaboration

Education

HS Diploma or GED

Tools

Slack

Teams

Google Workspace

Microsoft Exchange

Google Admin

ServiceNow

Zendesk

Jira

Okta

Active Directory

Zoom

WebEx

Job description

Milestone-Technologie is seeking a Help Desk Technician in Phoenix to support PC environments and Mac systems. The role emphasizes strong communication, rapid issue resolution, and escalating complex problems via chat, tickets, and phone.

You will troubleshoot networks, support mobile devices, and assist remote workers while contributing to team performance metrics and continuous service improvements. A dynamic, collaborative environment awaits.