Hybrid IT Help Desk Technician II

Beacon Technologies, Inc; Madison (WI); Hybrid; USD 48,000 - 72,000; Full time

Job summary

Beacon Technologies, Inc. seeks an experienced IT Help Desk II Technician in Wisconsin for a hybrid role combining on-site and remote support. The position handles end-user inquiries, hardware/software deployments, and knowledge management in a fast-paced enterprise environment.

The ideal candidate has 3+ years in help desk or desktop support, strong Windows 11 and Microsoft 365 skills, and familiarity with mobile devices. Must reside in Wisconsin and be able to work on-site as needed.

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, and 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 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 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.

Skills

Windows 11

Microsoft 365

Apple devices

Tools

Jira Service Management

Microsoft Intune

ConfigMgr/SCCM

Job description

Beacon Technologies, Inc. seeks an experienced IT Help Desk II Technician in Wisconsin for a hybrid role combining on-site and remote support. The position handles end-user inquiries, hardware/software deployments, and knowledge management in a fast-paced enterprise environment.

The ideal candidate has 3+ years in help desk or desktop support, strong Windows 11 and Microsoft 365 skills, and familiarity with mobile devices. Must reside in Wisconsin and be able to work on-site as needed.