Service Desk Technician L2

Milestone Technologies, Inc.; Washington (District of Columbia); On-site; USD 52,000 - 66,000; Full time

Job summary

Strong communication and empathy are essential, as is experience with Outlook, Exchange, AD, and remote access tools. The role emphasizes teamwork, learning agility, and customer-focused service.

Qualifications

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

Responsibilities

• Troubleshoot client-side network connectivity issues including authentication and remote access
• Provide remote installations and assist users with access problems
• Support messaging and calendaring services and content collaboration
• Assist remote users with device issues including mobiles
• Lead ticket processes and coach others to improve workflows
• Attend weekly team syncs and drive actionable discussions
• Seek feedback to optimize support and understand user needs

Skills

Interpersonal communication

Helpdesk experience

Remote support

Ticket handling

Critical thinking

Learning agility

Team collaboration

Customer service

2+ years in helpdesk

Education

HS Diploma or GED

Tools

Outlook

Microsoft Exchange

Active Directory

Zoom

WebEx

Juniper Networks

Cisco VPN

Job description

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

• HS Diploma or GED
• 2+ years of experience in a helpdesk role or similar
• Strong interpersonal communication skills with a high degree of empathy is a must
• Complete understanding of Microsoft Outlook client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment is preferred
• Applied experience with Microsoft Exchange, including a firm understanding of Groups and permissions is key
• Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
• Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role
• Proven experience resolving secure network access problems involving but not limited to digital certificate authentication and client remote access services, either using Juniper Networks or Cisco solutions
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of Active Directory and basic AD administration