Job Description

Milestone Technologies, Inc. is seeking a Help Desk Technician to support the management of IT Operations. This position is responsible for maintaining quality IT Help Desk services and driving change for the business. Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of our remote Help Desk team, therefore we are seeking candidates who are passionate about technology, work well in a team environment, are highly skilled in providing remarkable customer service, and have the ability to thrive in a fast paced and high pressure environment.

• Provide hardware and software IT support and technical education to end users remotely
• Troubleshoot hardware in a Google workspace setting (gmail, google drive and google docs) and printer devices via chat, video conference, phone and keep an excellent record using the ServiceNow ticketing system
• Triage, assign, resolve, and escalate incoming tickets, phone calls, and chat messages
• General network troubleshooting for connectivity issues with VPN, secure Wi-Fi, and wired connectivity to the internal network
• Onboarding administration of new hires including building user accounts and providing access as needed
• Examine, design, and implement new internal procedures to improve office procedures
• Solve issues, drive enhancements, and improve support for all IT-related functions on a day to day basis

Technical Qualifications:

• A deep understanding of root cause analysis
• Strong understanding of Google Workspace
• Strong knowledge in google configuration, troubleshooting performance issues, general system issues, and applications such as Google Docs and Remote Desktop Connection

• Working knowledge of the below systems:
  • Active Directory administration
  • Google applications (Google Drive, Gmail, Google Docs)
  • Gmail and basic mail server troubleshooting
  • MDM and Device Enrollment
  • Multi-factor authentication
  • Basic SSO integration and management
  • Video Conference tools such as Cisco WebEx and Teams
    
• Basic network understanding including TCP/IP, LAN/WAN, VPN and the ability to troubleshoot them on PC or Mac.
• Working knowledge of the below systems is desirable:
  • Atlassian tools such as Jira & Confluence
  • Command line interface
  • RSA Secure ID administration
  • Mac hardware and software
  • Laptop deployment

Skills:

• Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
• Ability to apply critical thinking and root cause analysis to complex end user requests and incidents to deliver the best possible solution
• Outstanding interpersonal communication skills, including the ability to support others in a team environment
• Ability to work with limited supervision and stay focused while performing repetitive tasks
• Ability to adapt to changing needs and business processes
• Detail-oriented and action-oriented
• Positive and approachable attitude
• Strong level of emotional intelligence
• Strong documentation and communication skills
• Strong time management and prioritization skills

Experience:

• 1-3 years IT or related experience