Service Desk Technician

As a Help Desk Technician at Milestone Technologies, you will be joining a skilled IT Help Desk Operations team to provide support to local and global internal users. Your main goal will be to deliver excellent technical and non-technical support with outstanding customer service and timeliness. Your responsibilities will include: - Providing hardware and software IT support and technical education to end users, both remotely and onsite. - Applying critical thinking to efficiently troubleshoot simple and complex user requests and issues, providing context and information for the best solutions. - Troubleshooting client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc. - Supporting user requests, performing break/fix or remote installations as needed. - Supporting AV for internal and customer-facing events. - Leading in ticket processes and providing coaching for other Technicians when workflow deficiencies are identified. - Having a deep understanding of defined team metrics and taking actions based on current trends in Service. - Documenting systems and ensuring continuous process improvement. - Displaying learning agility by actively seeking answers when technically challenged. - Seeking feedback from other Help Desk Technicians to optimize and improve support, maintaining a solid understanding of general user support needs and requirements. Qualifications: - Minimum 1+ years of experience in a Help Desk role with walk-up service required; VIP support preferred. - Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures. - Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace. - 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: - Effective interpersonal communication skills with a high degree of empathy are a must. - Ability to 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. - 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 is highly preferred.,