Service Desk Technician L2

Responsibilities

• Apply critical thinking to complex user requests to deliver efficient technical solutions
• Troubleshoot client-side network connectivity, including digital authentication, remote access, and secure Wi-Fi
• Support user requests and perform remote installations as needed
• Assist remote users with access issues, ranging from password resets to network access failures
• Support messaging, calendaring services, and content collaboration tools
• Manage and support mobile devices (iOS and Android) in an enterprise environment
• Lead ticket processes and provide coaching to other technicians to improve workflow and team metrics
• Participate in weekly team syncs to drive actionable discussions and process improvements

Requirements

• HS Diploma or GED
• 3+ years of experience in a Help Desk role, including walk-up service
• Strong proficiency in MacOS, including command line troubleshooting and application failure resolution
• Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin (Groups and permissions)
• Experience supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of Active Directory and basic AD administration
• Strong interpersonal communication skills with a high degree of empathy

Preferred Qualifications

• Experience providing VIP support
• Knowledge of Windows troubleshooting, including registry conflicts and system performance
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta
• Working knowledge of video collaboration tools like Zoom or WebEx

About the Company

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure, and services. For over 25 years, we have supported category-defining enterprise clients by providing solutions across Application Services, Digital Product Engineering, Digital Workplace Services, and AI/Automation. We are committed to an employee-first, inclusive culture that empowers our team to reach their full potential.