Service Desk Technician L1

Milestone Technologies, Inc. is seeking a Service Desk Technician L1 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.

• Act as the primary contact for all IT support requests.
• Provide hardware and software IT support and technical education to end users on various devices remotely.
• Troubleshoot Windows & Mac software and hardware through service desk via chat, video conference and ServiceNow.
• Keep an excellent record and provide quality comments on the tickets worked.
• Sound knowledge of Google workspace setting (Gmail, google drive and google docs).
• 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 procedures to improve productivity, quality & user experience.
• Solve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis.
• Ensure timely escalation and follow up on issues by identifying and escalating unresolved or critical issues to the lead as needed.

Technical Qualifications:

• A deep understanding of root cause analysis
• Strong understanding of Google workspace setting (Gmail, google drive and google docs).
• Strong knowledge in google configuration, troubleshooting performance issues, general system issues, and applications such as Google Docs and Remote Desktop Connection
• Sound experience in Mac and Windows hardware and software.
• Working knowledge of the below systems:
• Active Directory administration
• Google applications (Google Drive, Gmail, Google Docs)
• Gmail, Outlook, and basic mail server troubleshooting
• MDM and Device Enrollment
• Multi-factor authentication
• Basic SSO integration and management
• Video Conference tools such as Zoom.
• 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:
• Command line interface.
• RSA Secure ID administration
• 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
• Support 24x7 work schedule.
• Work US, APJ or EMEA business hours.
• Must be a great team player and fluent in English.

Experience:

• 1+ years IT or related experience