Service Desk Technician L2

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 Service Now. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short‑term and long‑term value to our clients and apply continuous service improvement to deliver transformational benefits to IT.

With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people‑first approach, Milestone continues to deliver industry‑leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Would you like to work in a dynamic fast‑moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic Help Desk Technicians that have experience in supporting in primarily PC environments but can also handle a Mac equally well. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges.

It is a bright, vibrant, challenging environment that leaves you feeling like you've helped make an impact. We need people who will resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). We want people for whom going over and above is second nature, who value the people behind the problems, and for whom technology is their passion.

We want to deliver the best IT Help Desk experience in the world, and if you think you are up to the challenge, read on.

• Apply critical thinking to complex user requests and provide 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 and wired connectivity to the internal network
• Support user requests and perform remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging, calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provide coaching for other technicians when workflow deficiencies are identified. Have deep understanding of defined team metrics, such as backlog, aging, and effectiveness; this technician then takes actions based on the current trends in service
• Attend and participate in weekly team syncs by driving actionable discussions
• 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

• HS Diploma or GED
• 3+ years of experience in a Help Desk role with walk‑up service required, VIP support preferred – 80% MacOS support, 20% Windows
• Strong interpersonal communication skills with a high degree of empathy is a must
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required
• A…