Service Desk Technician L1

Milestone Technologies is a global IT managed services firm that partners with organizations to enhance their technology and operational capabilities. They are seeking a Help Desk Technician to provide technical and non-technical support to internal users, ensuring efficient resolution of issues in both Mac and PC environments.ResponsibilitiesProvide hardware and software IT support and technical education to end users, both remotely and onsiteApply critical thinking to efficiently troubleshoot simple and complex user requests and issues, providing context and information for the best solutionsTroubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etcSupport user requests, perform break/fix or remote installations as neededSupport AV for internal and customer-facing eventsLead in ticket processes and provide coaching for other Technicians when workflow deficiencies are identifiedHave a deep understanding of defined team metrics and take actions based on current trends in ServiceDocument systems and ensure continuous process improvementDisplay learning agility by actively seeking answers when technically challengedSeek feedback from other Help Desk Technicians to optimize and improve support, maintaining a solid understanding of general user support needs and requirementsSkillsMinimum 1+ years of experience in a Help Desk role with walk-up service required; VIP support preferredThis environment is 80% Mac and 20% WindowsStrong understanding of Mac OS from command line troubleshooting to resolving individual application failuresAdvanced working knowledge of collaboration tools such as Slack, Teams, and Google WorkspaceDemonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is requiredKnowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plusEffective interpersonal communication skills with a high degree of empathy are a mustCan deliver outstanding customer service and provide simplified explanations of complex technical issuesApplies critical thinking and root cause analysis to complex end-user requests and incidentsAbility to support others in a team environment, as well as the ability to work with limited supervisionAdapts well to ever-changing needs and business processesVIP support preferredFamiliarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferredAbility to facilitate or teach is highly preferredCompany OverviewMilestone Technologies is a global IT Services and Digital Solutions company based in Silicon Valley that helps hundreds of leading corporations deliver technology around the globe. It was founded in 1997, and is headquartered in Fremont, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.milestonepowered.com.Company H1B SponsorshipMilestone Technologies, Inc. has a track record of offering H1B sponsorships, with 4 in 2025, 4 in 2024, 2 in 2022, 3 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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