Help Desk Support

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

Job summary

Beacon Technologies, Inc. is seeking an IT Help Desk II Technician for a hybrid role in Wisconsin, supporting end users and enterprise environments. The position emphasizes customer service, troubleshooting, and strong Microsoft technology experience.

Responsibilities include phone and ticket-based support, hardware/software deployment, and knowledge management. The role requires 3+ years of help desk experience and the ability to lift up to 40 pounds, with onsite and remote work alternating

Qualifications

• Minimum of 3 years of experience in a Help Desk or Desktop Support role.
• Experience supporting Windows 11, Microsoft 365, and Apple mobile devices (iPhone/iPad).
• Experience with software installations, deployments, and troubleshooting.
• Strong customer service and communication skills.
• Ability to work independently and prioritize multiple tasks.
• Ability to lift and move computer equipment weighing up to 40 pounds.

Responsibilities

• Serve as the primary point of contact for end users seeking technical assistance via phone, email, ticketing systems, and walk-up support.
• Troubleshoot and resolve hardware, software, and connectivity issues using established procedures.
• Document interactions, troubleshooting steps, and resolutions in the ticketing system.
• Manage assigned tickets and service requests in a timely manner.
• Deploy, configure, and support desktop computers, laptops, and mobile devices.
• Perform imaging, software installations, and post-deployment configuration.
• Support Microsoft 365 applications and related productivity tools.
• Create and maintain knowledge base articles and documentation.
• Identify documentation gaps and improve support processes and knowledge sharing.
• Provide guidance to team members as needed.
• Assist with endpoint security and device management initiatives.

Skills

Customer service

Troubleshooting

Communication

Time management

Tools

Windows 11

Microsoft 365

Apple devices (iPhone/iPad)

Ticketing systems

Microsoft Teams

Intune

ConfigMgr/SCCM

Job description

IT Help Desk II (Hybrid - Wisconsin)

Location: Madison, WI (Hybrid)
Duration: Contract through June 30, 2027, with potential extensions
Schedule: Hybrid (approximately 50% onsite / 50% remote)
Residency Requirement: Must be a current Wisconsin resident. Relocation is not available for this position.

Position Overview:

We are seeking an experienced IT Help Desk II Technician to provide both Help Desk and Tier 2 technical support in a fast-paced enterprise environment. This role requires a customer-focused professional who can troubleshoot technical issues, support end users, deploy hardware and software, and contribute to knowledge management initiatives.

The ideal candidate will have strong experience supporting Microsoft technologies, mobile devices, and standard desktop support processes while delivering exceptional customer service.

Key Responsibilities:

• Serve as the primary point of contact for end users seeking technical assistance via phone, email, ticketing systems, and walk-up support.
• Troubleshoot and resolve hardware, software, and connectivity issues using established support procedures.
• Document customer interactions, troubleshooting steps, and resolutions within the ticketing system.
• Manage assigned tickets and service requests in a timely manner.
• Deploy, configure, and support desktop computers, laptops, mobile devices, and associated software.
• Perform computer imaging, software installations, and post-deployment configuration.
• Support Microsoft 365 applications and related productivity tools.
• Create, update, and maintain knowledge base articles and technical documentation.
• Identify documentation gaps and contribute to improving support processes and knowledge sharing.
• Provide guidance and assistance to team members as needed.
• Assist with endpoint security and device management initiatives.

Required Qualifications:

• Minimum of 3 years of experience in a Help Desk, Desktop Support, or Technical Support role.
• Hands-on experience supporting:
  • Windows 11
  • Microsoft 365
  • Apple mobile devices (iPhone/iPad)
• Experience with software installations, deployments, and troubleshooting.
• Strong understanding of desktop support best practices and customer service principles.
• Ability to diagnose and resolve technical issues independently.
• Excellent communication, problem-solving, and customer service skills.
• Ability to prioritize work and manage multiple tasks effectively.
• Ability to lift and move computer equipment weighing up to 40 pounds.

Preferred Qualifications:

• Experience with Jira Service Management.
• Experience supporting:
  • Microsoft Teams
  • Microsoft Intune
  • Microsoft Endpoint Configuration Manager (ConfigMgr/SCCM)
• Scripting or automation experience.
• Experience creating and maintaining technical documentation and knowledge base articles.
• Familiarity with endpoint security practices and device management.

Work Arrangement:

• Hybrid schedule requiring at least 50% onsite work.
• Typical schedule alternates between one week onsite and one week remote.
• Additional onsite attendance may be required based on business needs.
• Initial onboarding and training will be conducted onsite for approximately 2 to 3 weeks.
• Candidates must currently reside in Wisconsin and be able to meet onsite requirements throughout the engagement.

Interview Process:

• Microsoft Teams interview with audio and video participation required.

Interested candidates should highlight their experience with Windows desktop support, Microsoft 365, mobile device management, software deployments, ticketing systems, and customer-facing technical support environments.