Beacon Technologies is seeking a Help Desk II Support Technician for our client partner. Help desk capabilities with 2-5 years of experience in Help Desk environment. Candidate relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Well-versed with software deployments, installations and in a variety of the Help Desk concepts, practices, and procedures. Provides a limited degree of work guidance and leadership to other personnel. A wide degree of creativity and latitude is expected. Excellent customer service skills required. Hybrid work model, candidates will be required to be onsite at least 50% of the time, rotating bi-weekly. Onboarding will be on-site first 2-3 weeks. Candidates must be willing to work one week on site and one week remote, rotating.

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.

• Top Skills & Years of Experience: Windows11, Microsoft 365, Apple and Android mobile phone support, at least 2-3 years' experience.
• Preferred: Cherwell Ticketing, Scripting, and automation, Microsoft Teams, Intune, Microsoft End Point Configuration Manager
• Additional details: Blend of help desk and tier 2 responsibilities as needed. Candidates must be able to lift computers and other related equipment up to 40 lbs. Do Not resubmit previous applicants. Ensure that candidates are willing to work on-site bi-weekly.

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:

• 2-5 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 Android 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 (TOURISM / WAB / DOG / WHS, etc.)

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 Affirmative 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.