Help Desk I

Beacon Technologies, Inc; Madison (WI); Hybrid; USD 42,000 - 52,000; Full time

Job summary

Beacon Technologies, Inc. is seeking a Help Desk Technician to support end users with IT issues, including password and network access assistance.

You will work within the Enterprise Service Desk to research, document, and resolve problems reported by employees and citizens. In this contracting role, Level 1 support skills are required, with a focus on timely resolution, good communication, and adherence to established guidelines.

Qualifications

• 6+ months of customer service experience.
• Basic IT troubleshooting knowledge or experience.
• Call center experience, preferably in IT settings.

Responsibilities

• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Knowledge of commonly used concepts, practices, and procedures within a particular field.
• Relies on instructions and pre-established guidelines to perform the functions of the job.

Skills

Customer service

Basic IT Troubleshooting

Call center experience

Job description

Beacon Technologies is seeking a Help Desk Technician for our client partner. This role provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by employees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both state agency employees and citizens in the access and use of applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment. This contracting position will work within the Enterprise Service Desk team to perform the following responsibilities:

• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Knowledge of commonly used concepts, practices, and procedures within a particular field.
• Relies on instructions and pre-established guidelines to perform the functions of the job.

Qualified candidates will have at least 6 months of prior experience with the following:

• Customer service
• Basic IT Troubleshooting
• Call center experience preferably in an IT setting
• This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours may be necessary.

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.

Beacon Technologies, Inc. is an equal employment opportunity employer with a functioning Affi.. "
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