Service Desk Technician II — Enterprise IT Support

Milestone Technologies, Inc.; New York (NY); On-site; USD 43,000 - 52,000; Full time

Job summary

Milestone Technologies is seeking a Help Desk Technician to support primarily PC environments and Mac devices in a fast-paced setting. You will resolve complex issues via chat, tickets, and phone, aiming to improve the end-user experience and contribute to team goals with effective communication and a user-centric approach.

You will work in a collaborative environment, handling remote and on-site requests while expanding your technical skills across devices and collaboration tools.

Qualifications

• High school diploma or GED required.
• 3+ years of Help Desk experience, including walk-up support; VIP support experience preferred.
• Strong interpersonal and communication skills with a high degree of empathy.
• Demonstrated expertise with macOS, including command-line troubleshooting and resolving application-related issues.
• Advanced working knowledge of Slack, Microsoft Teams, and Google Workspace.
• Experience with Microsoft Exchange and/or Google Admin, including groups, permissions, and access management.
• Knowledge of Windows troubleshooting, including registry conflicts, system crashes, and performance issues, is a plus.
• Familiarity with ServiceNow, Zendesk, Jira, and Okta.
• Experience supporting PCs and Windows in a commercial/enterprise environment; iOS and Android devices.
• Working knowledge of Zoom and Webex; Active Directory knowledge.

Responsibilities

• Apply critical thinking to complex user requests and gather context to deliver solutions.
• Troubleshoot client-side network connectivity issues and remote access problems.
• Support user requests and perform remote software installations as needed.
• Assist remote users with access-related issues such as password resets and network access failures.
• Support messaging, calendaring, and content collaboration services.
• Troubleshoot and support mobile device issues.
• Lead ticket management processes and coach others when workflow inefficiencies are identified.
• Monitor team metrics like backlog and ticket aging and act on trends.
• Attend and participate in weekly team syncs with actionable outcomes.
• Collaborate with teammates to optimize support processes and address end-user needs.

Skills

Help Desk experience

MacOS troubleshooting

Communication skills

Team collaboration

Active listening

Education

High school diploma or GED

Tools

Slack

Microsoft Teams

Google Workspace

Microsoft Exchange

Google Admin

ServiceNow

Zendesk

Jira

Okta

Active Directory

Zoom

Webex

Job description

Milestone Technologies is seeking a Help Desk Technician to support primarily PC environments and Mac devices in a fast-paced setting. You will resolve complex issues via chat, tickets, and phone, aiming to improve the end-user experience and contribute to team goals with effective communication and a user-centric approach.

You will work in a collaborative environment, handling remote and on-site requests while expanding your technical skills across devices and collaboration tools.