Help Desk IV | Beacon Technologies

Help Desk IV

Posted on July 12, 2021


Madison, WI

Position Details


Job Summary

Beacon Technologies is looking to hire a skilled Help Desk IV. This role is based in Madison, Wisconsin.

Job Description

Under the supervision of the IS Supervisor 2 (Support Manager), this position provides advanced-level systems and desktop/deskside support (via in person, by telephone, remotely or email) to the company and to external users of company website. In addition, this position is accountable for working with resources to restore service as soon as possible and minimize the adverse impact on business operations (incident and problem management and service requests).   

This position plays a key role in ensuring incidents, requests and problems are reviewed, addressed and/or escalated. This position requires a wide range of technical expertise in the operation and management of multiple system platforms and the ability to work independently to troubleshoot, install, diagnose, repair, maintain and upgrade IT hardware, systems, tools and equipment to ensure optimal performance. 

Knowledge, Skills and Abilities

  • Excellent communication (oral and written) and interpersonal skills required. Ability to clearly communicate to persons with a broad range of technical understanding.
  • Knowledge of best practices and IT service level agreements, memos of understanding or operating level agreements.
  • Strong knowledge and skills in identifying process improvements and presenting solutions.
  • Ability to working independently to provide advanced-level support for desktop hardware (PC’s, laptops, monitors, printers, mobile devices, etc.), tools, equipment, systems, to ensure optimal performance.
  • Ability to work independently to troubleshoot, install, diagnose, repair, maintain and upgrade IT hardware, systems, tools, and equipment.
  • Strong knowledge and skills in supporting and working with servers, networking elements, including hubs, routers, firewalls and switches.
  • Strong knowledge of Mobile Device Management (MDM).
  • Knowledge of Workspace One Airwatch, including device provisioning and device management
  • Knowledge of telephone system administration, including VOIP and mobile phones.
  • Knowledge of Virtual Desktop Environment (VDI).
  • Knowledge and skills in utilizing and supporting a common anti-virus solution.
  • Strong knowledge and skills in supporting the Microsoft Operating System and desktop applications, including Microsoft Office.
  • Strong knowledge of desktop managements systems (i.e. Microsoft SCCM, LANDesk, etc.)
  • Strong analytical, organizational, customer service, decision-making and problem-solving skills.

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.