Job Description

Were looking for a Help Desk Technician to join our skilled IT Help Desk Operations team, serving local and global internal users. Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness. The Help Desk Technician has experience in supporting both Mac and PC environments, can hold a conversation as well as resolve complex technical issues effectively and efficiently, and is someone who values the people behind the problems. This role works Monday through Friday during standard business hours.\xc2\xb7 Provide hardware and software IT support and technical education to end users both remotely and onsite.\xc2\xb7 Applies critical thinking to efficiently troubleshoot simple and complex user requests and issues. and provides as much context and information as possible to deliver the best solutions as quickly as possible.\xc2\xb7 Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.\xc2\xb7 Supports user requests and performs break/fix or remote installations as needed.\xc2\xb7 Supports AV for internal and customer facing events.\xc2\xb7 Leads in ticket processes and provides coaching for other Technicians when workflow deficiencies are identified.\xc2\xb7 Has deep understanding of defined team metrics, such as backlog, aging, effectiveness; and takes actions based on the current trends in Service.\xc2\xb7 Document our systems and ensure our processes are always improving.\xc2\xb7 Displays learning agility by actively seeking answers when technically challenged.\xc2\xb7 Seeks feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.Required Skills:Technical Qualifications\xc2\xb7 Minimum 1 year of experience in a Help Desk role w/walk-up service required, VIP support preferred.\xc2\xb7 Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required.\xc2\xb7 Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required.\xc2\xb7 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.\xc2\xb7 Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred.Skills

• Strong interpersonal communication skills with a high degree of empathy is a must.
• Can deliver outstanding customer service and provide simplified explanations of complex technical issues.
• Applies critical thinking and root cause analysis to complex end user requests and incidents to deliver the best possible solution.
• Ability to support others in a team environment, as well as the ability to work with limited supervision.
• Adapts well to ever-changing needs and business processes.
• Ability to facilitate or teach highly preferred.

Milestone Technologies