Service Desk Technician II: Elevate IT Support

Milestone Technologies, Inc.; Mountain View (CA); On-site; USD 34,000 - 55,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Help Desk Technician to deliver frontline IT support in a fast-paced enterprise environment. You will handle PC and Mac issues, logon and authentication problems, and assist with remote installations and collaboration tools.

You will resolve complex technical issues with empathy and clear communication, providing a world-class IT support experience to internal users across multiple mediums.

Qualifications

• HS Diploma or GED.
• 2+ years of helpdesk experience.
• Strong interpersonal communication with empathy.
• Proficient in Microsoft Outlook (Windows/macOS) and Outlook Web Access.
• Experience supporting PCs and Windows OS in an enterprise environment.
• Knowledge of Microsoft Exchange, Groups and permissions.
• Understanding of Windows troubleshooting and performance issues.
• Knowledge of fault domain isolation and root-cause analysis.
• Experience resolving secure network access (digital certificates, remote access) using Juniper or Cisco.
• Familiar with video collaboration tools like Zoom or WebEx.
• Knowledge of iOS and Android device support.
• Working knowledge of Active Directory.

Responsibilities

• Apply critical thinking to complex user requests and provide context for best solutions.
• Troubleshoot client-side network connectivity, including authentication and remote access.
• 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 other technicians when workflow deficiencies are identified.
• Attend weekly team syncs and drive actionable discussions.
• Display learning agility by seeking answers when challenged.
• Seek feedback from other Help Desk Technicians to optimize support while understanding user needs.

Skills

Interpersonal communication

Help desk experience

Learning agility

Teamwork

Education

HS Diploma or GED

Tools

Microsoft Outlook

Outlook Web Access

Windows OS

Active Directory

Microsoft Exchange

Zoom/WebEx

Juniper/Cisco remote access

iOS/Android device support

Job description

Milestone Technologies, Inc. is seeking a Help Desk Technician to deliver frontline IT support in a fast-paced enterprise environment. You will handle PC and Mac issues, logon and authentication problems, and assist with remote installations and collaboration tools.

You will resolve complex technical issues with empathy and clear communication, providing a world-class IT support experience to internal users across multiple mediums.