IT Service Desk Technician L1

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 ServiceNow. 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.

Job Overview

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

How You Will Make An Impact

• 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 ServiceNow and Jira 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

What you will need to succeed

• 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 Zoom, Cisco WebEx and Teams
• Basic network understanding including TCP/IP, LAN/WAN, VPN and the ability to troubleshoot them on PC and Mac.
• Working knowledge of the below systems is desirable:
• Atlassian tools such as Jira & Confluence
• Service -Now, Zendesk
• MFA like OKTA and DUO
• Mac hardware and software
• Laptop deployment

Compensation

Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. 

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.