Service Desk Technician L2

Milestone Technologies is a global IT managed services firm dedicated to helping organizations achieve their technology-driven business goals through digital transformation, innovation, and operational agility. Founded in 1996, the company has grown to serve over 200 companies worldwide with a team of over 3,000 employees.

About the role

We are seeking a IT Operations Technician to join our skilled IT Operations team. This role serves local and global internal users, focusing on providing excellent technical and non-technical support with outstanding customer service and timeliness.

Responsibilities

• Provide hardware and software IT support and technical education to end users both remotely and onsite.
• Apply critical thinking to efficiently troubleshoot simple and complex user requests and issues, providing 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, wired connectivity to the internal network, password resets, etc.
• Support user requests and perform break/fix or remote installations as needed.
• Support AV for internal and customer-facing events.
• Lead in ticket processes and provide coaching for other Technicians when workflow deficiencies are identified.
• Have a deep understanding of defined team metrics, such as backlog, aging, effectiveness; and take actions based on the current trends in Service.
• 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.

Requirements

• Minimum 2 years of experience in a Help Desk role with walk-up service required, VIP support preferred.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures.
• Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace.

Qualifications

• High school diploma or equivalent.
• Experience with Microsoft Windows operating system.
• Strong problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Basic knowledge of networking concepts.

Skills

• Excellent verbal and written communication skills.
• Ability to handle multiple tasks simultaneously.
• Knowledge of ITIL service management principles.
• Experience with ServiceNow platform.

Benefits

At Milestone, we believe in offering competitive compensation packages to our valued employees. The estimated pay range for this position is USD $38.00/Hr. - USD $41.00/Hr.. This is a Non-Exempt role, and 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.

Pay

The estimated pay range for this position is USD $38.00/Hr. - USD $41.00/Hr.. This is a Non-Exempt role, and 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.

Schedule

This role works Monday through Friday during standard business hours.

Company Commitment to Diversity & Inclusion

Milestone Technologies is committed to fostering a diverse and inclusive workplace where everyone feels empowered to bring their full, authentic selves to work. We strive to create a culture that champions equity and belonging, recognizing that it is critical to our continued success. We welcome the unique backgrounds, cultures, experiences, knowledge, innovation, self-expression, and perspectives that each individual brings to our global community.