Service Desk Technician L2

Milestone Technologies, Inc.; Mountain View (CA); On-site; USD 36,000 - 52,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a dynamic Help Desk Technician to join our fast-moving team in the California area.

You will troubleshoot PC and Mac environments, resolve complex technical issues across chat, ticket, and phone, and provide outstanding end-user support in a corporate setting. Ideal candidates have 3+ years in help desk roles, strong communication, and experience with Slack, Google Workspace, Microsoft Exchange, and ITSM platforms such as ServiceNow or Zendesk.

Qualifications

• 3+ years in a Help Desk role with walk-up service; VIP support preferred
• Strong interpersonal communication with a high degree of empathy
• Mac OS troubleshooting from command line to app failures
• Advanced knowledge of collaboration tools: Slack, Teams, Google Workspace
• Knowledge of Windows issues from registry conflicts to crashes
• Familiar with ServiceNow, Zendesk, Jira, Okta
• Experience supporting PCs/Windows in enterprise environments
• Strong knowledge of iOS/Android support in enterprise settings
• Working knowledge of video collaboration 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 issues, including authentication, remote access, Wi-Fi, and wired network
• Support user requests and perform remote installations as needed
• Assist remote users with access problems from password resets to network access
• 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
• Demonstrate learning agility by seeking answers when challenged
• Seek feedback from other technicians to optimize support

Skills

Linux

Mac OS troubleshooting

Windows troubleshooting

Slack

Google Workspace

Microsoft Teams

Exchange Admin

Google Admin

iOS/Android support

Video conferencing (Zoom/WebEx)

Active Directory

Tools

ServiceNow

Zendesk

Jira

Okta

Zoom

WebEx

Microsoft Exchange

Google Admin Console

Job description

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic Help Desk Technicians that have experience in supporting in primarily PC environments but can also handle a Mac equally well. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a bright, vibrant, challenging environment that leave you feeling like you've helped make an impact. We need people who can hold a conversation as well as resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). We want people for whom going over and above is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT Help Desk experience in the world and if you think you are up to the challenge, read on.

• Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
• Support user requests and performs remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service
• Attend and participate in weekly team syncs by driving actionable discussions
• Display learning agility by actively seeking answers when technically challenged
• Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements

Skills

Demonstrable understanding of Linux-based operating systems and servers

• 3+ years of experience in a Help Desk role w/walk-up service required, VIP support preferred
• Strong interpersonal communication skills with a high degree of empathy is a must
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required
• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Working knowledge of Active Directory and basic AD administration

Compensation

Estimated Pay Range: $26.15 - $38.00 USD

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for ouremployees butis also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.