Help Desk II

Beacon Technologies, Inc; Madison (WI); Hybrid; USD 30,000 - 41,000; Full time

Benefits offered by this job

Health and dental benefits

Hybrid work model

Job summary

Beacon Technologies, Inc. is seeking a Help Desk Technician to support our client partner with Microsoft 365 and Windows 11, in a hybrid environment.

The role emphasizes strong customer service, troubleshooting, and thorough documentation, with at least 50% onsite work and scheduled remote weeks in Madison, WI. Ideal candidates have 3–5 years in a help desk role, hands-on experience with Microsoft 365, Teams, Intune, and iOS devices, and a solid understanding of endpoint security.

Qualifications

• 3–5 years experience in a help desk environment.
• Proven experience with Microsoft 365 suite and Teams.
• Strong knowledge of iOS/macOS devices and security practices.

Responsibilities

• Serve as first point of contact for technical assistance via phone, email, and ticketing system.
• Document all interactions in the ticketing system.
• Perform remote troubleshooting and remote support.
• Manage and resolve tickets in a timely manner.
• Develop and maintain Knowledge Base articles.
• Assist with PC and mobile deployments and image devices.
• Record events and problems with resolutions.

Skills

Windows 11

Microsoft 365

Apple devices

Endpoint security

Customer service

Troubleshooting

Tools

Jira Service Management

Microsoft Teams

Intune

Endpoint Configuration Manager

Job description

Beacon is seeking a Help Desk Technician for our client partner. Under the general supervision of the Client Engineering Desktop Supervisor, this position provides guidance and performs research for the management and administration of the Microsoft M365 application suite in the delivery of Microsoft solutions. This enterprise-wide responsibility includes the design and delivery of Microsoft solutions to meet business objectives, tenant technical requirements to create effective knowledge sharing, collaboration, and workflow solutions. Must be a current Wisconsin resident. NO RELOCATION ALLOWED. This position follows a hybrid schedule requiring at least 50% onsite work, generally alternating one week onsite and one week remote. Additional onsite work may be required to meet business needs, including during otherwise scheduled remote weeks. Initial onboarding will be onsite for the first two to three weeks.

Top Skills & Experience:

• A minimum of three years of experience providing support in a help desk environment.
• Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.
• Familiarity with endpoint security practices.
• Excellent customer service, communication, and troubleshooting skills, with an emphasis on the customer experience.

Nice to Have:

• Jira Service Management.
• Microsoft Teams, Microsoft Intune, and Microsoft Endpoint Configuration Manager.
• Scripting and automation techniques.
• Experience reviewing, maintaining, and contributing to knowledge base articles.

Responsibilities:

• Serving as the first point of contact for customers seeking technical assistance over the phone, via email and or through our ticketing system. This includes walk-ins.
• Documentation of all customer interactions within our ticketing system
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Manage tickets assigned in a timely manner.
• Determine the best solution based on the issue and details provided by the customer.
• Develop/modifying Knowledge Base documentation.
• PC and Mobile deployments, installation of software and assist customers with new devices.
• Image computers and complete post-image configuration
• Record events and problems and through resolution logs.

Requirements and Skills:

• 3-5 years experience working in a help desk environment.
• Proven experience with the Microsoft 365 suite, Microsoft Teams and Microsoft Intune services.
• In-depth knowledge of computer systems and mobile devices.
• Proven experience as a help desk technician.
• Ability to diagnose and resolve basic technical issues.
• Proficient with iOS and iPad OS devices.
• Detail oriented and maintain confidentiality.
• Ability to work with minimal supervision.
• Customer-oriented and patient.
• Alternate weekly between on-site work in downtown Madison and remote work
• With the exception of being assigned to other locations as and where necessary for business requirements.

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 Affimative Action Plan. It is the policy of Beacon Technologies, Inc. to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin,genetic information, ethnicity, ancestry, disability, medical condition, military and veteran status, or any other characteristic protected by law. Beacon Technologies, Inc. prohibits any such discrimination or harassment.