Service Desk Technician L2

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

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.

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 much as technical expertise?

We pride ourselves on hiring bright, driven, and enthusiastic Help Desk Technicians who have experience supporting primarily PC environments but can also effectively support Mac devices. Our workplace is where you will sharpen your existing skills and develop new ones as emerging technologies evolve. It is a vibrant, challenging environment where you'll feel like you're making a real impact.

We are looking for individuals who can hold meaningful conversations while resolving complex technical issues effectively and efficiently through multiple channels, including chat, tickets, and phone support. We want people for whom going above and beyond is second nature, who value the people behind the problems, and who are genuinely passionate about technology.

Our goal is to deliver the best IT Help Desk experience in the world. If you think you're up to the challenge, read on.

Responsibilities

• Apply critical thinking to complex user requests and gather as much context and information as possible to deliver the best solutions quickly and effectively.
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired network connections.
• Support user requests and perform remote software installations as needed.
• Assist remote users with access-related issues ranging from password resets to network access failures.
• Support messaging, calendaring, and content collaboration services.
• Troubleshoot and support mobile device issues.
• Take a leadership role in ticket management processes and provide coaching to other technicians when workflow inefficiencies are identified.
• Develop a deep understanding of key team metrics, including backlog, ticket aging, and effectiveness, and take action based on service trends.
• Attend and actively participate in weekly team syncs, driving actionable discussions and outcomes.
• Demonstrate learning agility by proactively seeking answers when faced with technical challenges.
• Collaborate with fellow Help Desk Technicians to optimize support processes while maintaining a strong understanding of end-user needs and requirements.

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 collaboration tools such as Slack, Microsoft Teams, and Google Workspace.
• Experience with Microsoft Exchange and/or Google Admin, including a solid understanding of groups, permissions, and access management.
• Knowledge of Windows troubleshooting, including registry conflicts, system crashes, and performance issues, is a plus.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, and Okta preferred.
• Experience supporting PCs and Windows operating systems in a commercial or enterprise environment.
• Strong experience supporting iOS and Android devices in a commercial or enterprise environment.
• Working knowledge of video collaboration tools such as Zoom and Webex.
• Working knowledge of Active Directory and basic Active Directory administration.

Compensation

Estimated Pay Range: $30.96 - $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.