Service Desk Technician L1

**Company Overview**:
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. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

**Job Overview**:
We’re 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.

**Required Skills**:
Technical Qualifications
- Minimum 1 year of experience in a Help Desk role w/walk-up service required, VIP support preferred.
- 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.

**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.

**Compensation**:
Estimated Pay Range: 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.

**Our Commitment to Diversity & Inclusion**:

- At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success._
- Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled