Beacon Technologies is seeking a Desktop Support III Technician for our client partner. This position is located onsite in Madison, WI.

Top Required Skills & Years of Experience:

• Experienced at troubleshooting issues on Windows laptops and desktops. (3+ years)
• Experienced at tracking effort through a ticket system. (3+ years)
• Experienced at software installation, both packages and manual. (3+ years)
• Experience setting up computer stations and peripherals. (3+ years)

Preferred Skills:

• Experience with use of desktop tools such as Ivanti or SCCM.
• Experience imaging computer systems.

It is important to us to acquire the service of a desktop support contractor in the Madison area to assist with the following specific initiatives:

• Assist with support for PC endpoint incidents. This position will provide timely IT support to staff so they can more efficiently support critical initiatives.
• Assist with operational upgrades of desktop systems. Our client is in process of updating the operating system of all production systems to Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.
• Our client is physically moving office locations. This position will assist with various technical aspects of that move, from confirming correct setup at the new location to hands-on troubleshooting of technical issues.
• While there are multiple resources for the technician to reference, it is important for a successful candidate to be skilled at troubleshooting.
• Our client has a complex environment and cannot provide a script. Much of the customer-facing work is done via remote console, but there are many situations that require deskside visits. Technical acumen, communication and customer service skills are all important to success in this position.

This position will:

• Provide technical desktop support and customer services.
• Monitor and resolve incidents reported in the IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.
• Monitor incidents, tasks and service requests and respond as appropriate.
• Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can’t be completed in the original timeline.
• Work with other team members on reassignments if necessary.
• Keep management informed of any developing or expanding issues.
• Resolve customer’s technical issues, respond to questions, and provide general assistance with desktop product use.
• Escalate non-standard issues to the appropriate technical assistance team, as required.
• Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.
• Document common incident resolutions, tips, and process improvements in shared resource area.
• Escalate non-routine customer questions and concerns to management for consideration.
• Set up computers, peripherals, and provide initial PC training for new staff.

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.