Job Description

We\xe2\x80\x99re looking for a Service 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.

• Provide hardware and software IT support and technical education to end users both remotely and onsite.
• 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.
• Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
• Supports user requests and performs break/fix or remote installations as needed.
• Supports AV for internal and customer facing events.
• Leads in ticket processes and provides coaching for other Technicians when workflow deficiencies are identified.
• Has deep understanding of defined team metrics, such as backlog, aging, effectiveness; and takes actions based on the current trends in Service.
• Document our systems and ensure our processes are always improving.
• Displays learning agility by actively seeking answers when technically challenged.
• 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.

• Minimum 1 year of experience in a Help Desk role w/walk-up service required, VIP support preferred.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required.
• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required.
• 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.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred.

• 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