Milestone Technologies, Inc.

  • Walk-Up Help Desk Technician

    Job ID
    2018-6775
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Desktop Support
  • Overview

    Would you like to work in a dynamic fast moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic people that have experience in supporting both Windows and Mac environments. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a vibrant challenging environment working within a company voted “one of the best places to work in the bay” This will leave you feeling like you’ve helped make an impact day to day. We need people who can communicate positively while resolving complex technical issues effectively and efficiently. We want people for whom going “over and above” is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT experience in the world and if you think you are up to the challenge…..read on…

    Responsibilities

    Responsibilities:

    • Provide White-Glove concierge level customer experience supporting internal employees face-to-face, via chat and over the phone.
    • Provide constant updates to your users to keep them in the loop with the status of their incidents, requests or problems
    • Educate users on basic functions and new technologies that will help streamline their workflow
    • Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
    • Supports users on applications and tools within the environment including; Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Jabber, etc), Mac and Windows OS.
    • Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment
    • Inviting and outgoing personality
    • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and/or processes.
    • Applies critical thinking to assist with both simple and complex user requests, document the interaction with the user, and follow-up with the user to confirm. 
    • Provide walkup support during normal business hours, Mon-Fri
    • Ability to follow proper escalation paths
    • Ability to keep work area clean and organized

    Qualifications

    Qualifications

    • Experience in providing excellent Customer Service
    • Strong understanding of Microsoft Outlook™ client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.
    • Experience troubleshooting VPN and certification issues
    • Working knowledge of Active Directory and basic AD administration
    • Working knowledge of video collaboration tools (Zoom)
    • Strong Windows 7/Windows 10 Enterprise Environment, Mac OS X Yosemite and El Capitan, respectively
    • Experience with RSA tokens and Citrix environments
    • Strong experience imaging computers using Deploy Studio and PXE boot
    • Experience using Bomgar to support remote users.

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