Service Desk Technician L2

Milestone Technologies, Inc. is hiring a Service Desk Technician L2 to provide onsite support in San Francisco. The role focuses primarily on PC support, with an environment that is predominantly MacOS (80%) and Windows (20%), covering user requests, troubleshooting, and ticket-driven support in a fast-moving setting.

Key Responsibilities

• Use critical thinking to address complex user requests by gathering and applying context to deliver effective solutions quickly.
• 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 complete remote installations as needed.
• Assist remote users with access problems, including password resets and network access failures.
• Support messaging and calendaring services, along with content collaboration needs.
• Support issues involving mobile devices.
• Lead in ticket processes and provide coaching to other technicians when workflow deficiencies are identified.
• Maintain a deep understanding of team metrics such as backlog, aging, and effectiveness, taking action based on current service trends.
• Attend and participate in weekly team syncs by driving actionable discussion.
• Demonstrate learning agility by seeking answers when technically challenged.
• Request feedback from other Help Desk Technicians to improve support outcomes while maintaining knowledge of general user support needs.

Required Qualifications

• HS Diploma or GED.
• 3+ years of experience in a Help Desk role with walk-up service required; VIP support preferred; 80% MacOS support and 20% Windows.
• Strong interpersonal communication skills with a high degree of empathy.
• Demonstrable understanding of macOS, from command line troubleshooting to resolving individual application failures.
• Advanced working knowledge of collaboration tools including Slack, Teams, and Google Workspace.
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions.
• Experience supporting PCs and Windows OS in a commercial or enterprise environment.
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment.
• Working knowledge of video collaboration tools such as Zoom and WebEx.
• Working knowledge of Active Directory and basic AD administration.

Preferred Qualifications

• Knowledge of Windows issues such as resolving registry conflicts and troubleshooting system crashes and performance issues.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta.

Technologies

• Mac OS
• Slack
• Teams
• Google Workspace
• Microsoft Exchange
• Google Admin
• ServiceNow
• Zendesk
• Jira
• Okta
• Windows
• iOS
• Android
• Zoom
• WebEx
• Active Directory

Compensation

Estimated Pay Range: USD $33.00/Hr to $37.00/Hr. This is a Non-Exempt role.

Exact compensation and offers of employment depend on circumstances of each case and are determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Location and Work Arrangement

San Francisco, CA (onsite).