Help Desk Support

Beacon Technologies is hiring an IT Help Desk II Technician for a hybrid contract role in Madison, WI. You will support an enterprise environment with a balanced 50% onsite / 50% remote schedule, including structured onboarding on site and the opportunity to work across desktop, mobile, and Microsoft 365 support.

What you’ll do

• Act as the primary point of contact for end users needing technical assistance through 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 in the ticketing system.
• Manage assigned tickets and service requests to support timely turnaround.
• Deploy, configure, and support desktop computers, laptops, and mobile devices, including 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.
• Spot documentation gaps and contribute to improved support processes and knowledge sharing.
• Provide guidance and assistance to team members as needed.
• Support endpoint security and device management initiatives.

Skills and experience needed

• Minimum 3 years of experience in Help Desk, Desktop Support, or Technical Support.
• Hands-on support experience with Windows 11.
• Hands-on support experience with Microsoft 365.
• Hands-on support experience with 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 equipment weighing up to 40 pounds.

Tools you’ll work with

• Windows 11
• Microsoft 365
• Apple mobile devices (iPhone/iPad)
• Microsoft Teams
• Microsoft Intune
• Microsoft Endpoint Configuration Manager (ConfigMgr/SCCM)
• Jira Service Management

Contract details

• Location: Madison, WI (Hybrid), with at least 50% onsite requirements.
• Schedule: Typical alternating weeks of one week onsite / 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.
• Duration: Contract through June 30, 2027, with potential extensions.
• Pay: $16 to $18 per hour.
• Residency: Must be a current Wisconsin resident. Relocation is not available.

Preferred qualifications

• Experience with Jira Service Management.
• Experience supporting Microsoft Teams.
• Experience supporting Microsoft Intune.
• Experience supporting 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.

Interview process

• Microsoft Teams interview with audio and video participation required.