*Future Opportunities - Service Desk Technician L2

About the Company

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. With over 25 years of experience, Milestone supports category-defining enterprise clients and specializes in solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow.

Milestone’s culture is built on collaboration, inclusivity, and empowerment, fostering an environment where employees can reach their full potential.

About the Role

We are seeking bright, driven, and enthusiastic Help Desk Technicians with experience supporting primarily PC environments and Mac systems. This dynamic and fast-moving role values both technical prowess and social interaction. You will sharpen existing skills and develop new ones as technology evolves, working in a vibrant environment where you can make a meaningful impact.

We need individuals who excel at resolving complex technical issues through multiple mediums (chat, ticket, phone) while maintaining strong interpersonal communication. If you are passionate about technology and committed to delivering the best IT Help Desk experience, we invite you to join us.

Responsibilities

• Apply critical thinking to complex user requests and provide context-rich solutions efficiently.
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity.
• Support user requests and perform remote installations as needed.
• Assist remote users with access problems, ranging from password resets to network access failures.
• Support messaging, calendaring, and content collaboration services.
• Resolve issues with mobile devices (iOS and Android).
• Lead ticket processes and coach other technicians to improve workflow efficiency.
• Maintain a deep understanding of team metrics (e.g., backlog, aging, effectiveness) and take action based on trends.
• Participate in weekly team syncs by driving actionable discussions.
• Demonstrate learning agility by seeking answers when technically challenged.
• Seek feedback from peers to optimize support and improve user experience.

Requirements

• High School Diploma or GED.
• 3+ years of experience in a Help Desk role with walk-up service; VIP support preferred.
• 80% MacOS support and 20% Windows support experience.
• Strong interpersonal communication skills with a high degree of empathy.
• Demonstrable understanding of Mac OS, including command-line troubleshooting and resolving application failures.
• Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace.
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including Groups and permissions.
• Familiarity with Windows troubleshooting (e.g., registry conflicts, system crashes, performance issues) is a plus.
• Experience with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred.
• Experience 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 tools (e.g., Zoom, WebEx).
• Working knowledge of Active Directory and basic AD administration.

Pay

Estimated pay range for this non-exempt position: USD $33.00/Hr. - USD $37.00/Hr. Exact compensation depends on job-related knowledge, skills, experience, licenses or certifications, and location.