Service Desk Technician II — Impactful Support

Milestone Technologies, Inc.; San Francisco (CA); On-site; USD 52,000 - 80,000; Full time

Job summary

Milestone Technologies, Inc. in San Francisco seeks a proactive Help Desk Technician to support PC and Mac environments in a fast-paced setting.

You’ll troubleshoot complex user issues via chat, ticket, and phone, assist with remote installations, manage messaging, calendar services, and mobile devices, and contribute to team metrics through root-cause analysis. Strong communication, empathy, and problem-solving are essential as you collaborate with colleagues and mentor junior staff to improve

Qualifications

• 2+ years of experience in a helpdesk role or similar.
• Strong interpersonal communication with empathy.
• Proficient with Microsoft Outlook (Windows & Mac) and Outlook Web Access.
• Experience supporting PCs and Windows OS in a commercial environment.
• Experience with Microsoft Exchange, Groups, and permissions.
• Knowledge of Windows OS issues from registry to crashes.
• Understanding fault domain isolation and root-cause analysis.
• Experience resolving secure network access problems (Juniper/Cisco).
• Experience with video collaboration tools (Zoom, WebEx).
• Experience supporting iOS and Android devices in enterprise.
• Working knowledge of Active Directory.

Responsibilities

• Apply critical thinking to complex user requests and provide context to deliver quick solutions.
• Troubleshoot client-side network connectivity issues including authentication and remote access.
• Support 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.
• Lead in ticket processes and coach others when workflow deficiencies are identified.

Skills

Helpdesk experience

Interpersonal skills

Outlook expertise

Windows support

MS Exchange

AD familiarity

Active Directory

Networking access

Video conferencing

Mobile device support

iOS & Android

Education

HS Diploma or GED

Job description

Milestone Technologies, Inc. in San Francisco seeks a proactive Help Desk Technician to support PC and Mac environments in a fast-paced setting.

You’ll troubleshoot complex user issues via chat, ticket, and phone, assist with remote installations, manage messaging, calendar services, and mobile devices, and contribute to team metrics through root-cause analysis. Strong communication, empathy, and problem-solving are essential as you collaborate with colleagues and mentor junior staff to improve