Help Desk Technician

Beacon Technologies, Inc; Madison (WI); Hybrid; USD 40,000 - 52,000; Full time

Job summary

Beacon Technologies, Inc. is seeking an IT Help Desk professional for a 2nd shift position in Wisconsin. The role supports end users with IT issues via phone and email, with a hybrid on-site/remote schedule after training.

Training is expected onsite for several weeks, followed by alternating weeks of onsite and remote work. Qualified candidates have at least 6 months of call center experience and basic IT troubleshooting skills.

Qualifications

• 6 months of call center experience in IT settings.
• Basic IT troubleshooting skills.
• Customer service experience required or preferred.

Responsibilities

• Provide end-user IT support to state employees and citizens.
• Identify, research, and resolve technical problems.
• Respond to phone calls, emails, and requests for support.
• Document, track, and monitor issues to ensure timely resolution.
• Apply knowledge of IT support concepts and procedures at Level 1.
• Follow pre-established guidelines and instructions for tasks.

Skills

Customer Service

IT Troubleshooting

Call Center Experience

Job description

Shift Hours:

Monday - Friday 4:00pm to 12:30am with 30 min unpaid lunch. 2ND SHIFT POSITION.

Top Skills & Years of Experience:

Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience

Nice to Have Skills:

Previous IT call center experience

Interview Process:

Remote Interviews through TEAMS - 1 round

Duration:

through 6/30/2027, possibility of extension

Onsite or Remote:

Must be WI resident or willing to relocate to WI at the candidate's expense PRIOR to start date. HYBRID role. Roughly 3-5-week training period likely onsite with a hybrid schedule after that. Hybrid schedule will be alternating between onsite one week and remote the next.

Additional Details:

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 organization's 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 organization's 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:

1. Provides support to end users on a variety of issues.
2. Identifies, researches, and resolves technical problems.
3. Responds to telephone calls, email, and personnel requests for technical support.
4. Documents, tracks, and monitors the problem to ensure a timely resolution.
5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.
6. 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.