Beacon Technologies is seeking a Help Desk II Technician for our client partner. The service to be performed includes providing Identity and Account Management (IAM) services for staff and public users of applications, performing 1st and 2nd Tier computer support for internal staff, and managing and deploying computers for staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training. The proposed service includes verifying the identity of the caller, resetting their password and or unlocking their account, instructing the caller to use self-service account recovery in the future, forwarding the call to another call center if needed for further assistance, and documenting the details of the call. The 1st and 2nd Tier computer support includes IT troubleshooting (hardware, software and network), problem documentation, customer assistance, and problem escalation. The services and quality provided will be monitored by the ITSC supervisor utilizing real-time data generated by the call manager and ticketing software, as well as quality assurance recordings.

Hardware/Software Environment
The support services includes: 1) supporting and managing computer devices (laptops and desktops), 2) handling and fulfilling software service request from customers, 3) Leveraging security tools and Identity and Account Management Tools for managing public user accounts, and 4) Service Request Management, Web-based telephony system, device management and encryption. The software includes, but is not limited to: Windows 10/11, Microsoft Office 365, Adobe products, Ricoh print software, Active Directory, VPN and multi-factor authentication tools.

Candidates must be CURRENT WI residents. No relocation is allowed. The selected candidate will be required to come into the office 1 day each week. The contractor will be required to be available online, be present to meet all workload requirements, and must be available to attend all scheduled meetings during standard working hours of 7.45 am – 4.30 pm Central Time.

Top Required Skills & Years of Experience: See Internal Notes

• At least 1 year of experience working with digital tools, systems, or platforms, with a demonstrated ability to quickly learn new technologies.
• At least 6 months of experience in a customer service or client facing role, with proven success in resolving issues and building positive relationships.
• At least 6 months of experience working in team-based environments, actively contributing to shared goals and engaging in open communication with colleagues.

Preferred Skills:

• Experience providing IT support in a professional setting.
• Experience working with Microsoft Office Suite.
• Experience providing identity management administration.
• Experience working with a web-based ACD system.

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.