Customer Technical Specialist III

Beacon Hill Staffing Group, LLC; Sierra Vista (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Beacon Hill Staffing Group, LLC is seeking a Tier 2 Help Desk professional in the United States. This role handles escalated customer interactions across phone, chat, email, and ticketing systems, creating and routing incidents, and translating user issues into actionable troubleshooting steps.

You will monitor shared mailboxes, maintain shift logs, and ensure consistent communication across shifts, with follow‑up and reporting as required while following documented procedures.

Qualifications

• 2+ years of technical help desk experience or 1+ year with an associate's/bachelor's degree.
• Active Secret clearance.
• Strong verbal communication and customer service skills.

Responsibilities

• Serve as the Tier 2 point of contact for escalated support requests via phone, chat, email and ticketing systems.
• Create, modify, route, and escalate incidents and translate issues into actionable troubleshooting information.
• Monitor shared mailboxes and maintain shift logs to ensure accurate communication across shifts.
• Provide follow‑up and reporting as needed and adhere to documented procedures.

Skills

Technical help desk experience

Verbal communication

Active listening

Customer service

Education

High school diploma

Associate's degree

Bachelor's degree

Job description

Active Secret (or higher) Clearance is required

Job Description

Serve as the Tier 2 point of contact for escalated support requests, handling customer interactions via phone, chat, email, and ticketing systems. Create, modify, route, and escalated incidents while translating user issues into actionable information for troubleshooting. Monitor shared mailboxes, maintain shift logs, and ensure accurate communication across shifts. Provide follow‑up, reporting as needed, and maintain professional customer interactions while adhering to documented procedures.

Requirements

• High school diploma with 2+ years of technical help desk experience or associate's/bachelor's degree with 1+ year of technical help desk experience
• Active Secret clearance
• Strong verbal communication, active listening, and customer service skills

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Company Profile

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles. Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you. Beacon Hill. Employing the Future