Overview
Skills
Job Details
About Beacon Systems, Inc
Beacon Systems, Inc, delivers Program Management, Science, Engineering, and Technology Solutions to Federal, Commercial State, and Local Agencies. We are a subsidiary of Radiant Digital Services. We have a vast portfolio of clients across the country. Our Technology support to many DoD Agencies, NASA, Voice of America, FDA, and State Agencies such as State of FL, RI, MS, ND, VA, and WV extends our delivery of solutions worldwide.
Position: Service Desk Agent
Duration: 6 Months
Location: - St Paul, MN
Position Overview:
- The Service Desk Agent will serve as the first point of contact for end users seeking technical assistance, information, or support. This role requires a customer-first mindset, a strong understanding of ITIL/ITSM processes, and the ability to resolve or escalate issues appropriately. The agent will ensure high-quality service delivery, accurate ticket documentation, and efficient service request fulfillment.
Minimum Requirements:
- Education: Associate s degree in technology support or related field.
- Experience: Minimum 2 years of professional experience in a help desk/service desk role.
Key Responsibilities:
- Serve as the first point of contact for technical support inquiries, service requests, and issue reporting.
- Use ticketing systems to triage, document, categorize, and prioritize incidents and service requests.
- Deliver a high First Level Resolution (FLR) rate using established knowledge base articles and procedures.
- Escalate Priority 1 and 2 incidents as necessary, ensuring timely remediation and communication.
- Identify and report outdated knowledge articles or gaps in documentation.
- Troubleshoot and identify high-impact issues, escalating as required per service protocols.
- Assist in software installation and other basic request fulfillments.
- Ensure detailed documentation of escalated issues for handoff to technical teams.
- Maintain professionalism and effective communication over phone, chat, and email.
- Contribute to process improvement by identifying inefficiencies and proposing enhancements.
- Operate effectively in a hybrid work environment, independently or within a team.
Preferred (Desired) Qualifications:
- Hands-on experience with a ticketing system (e.g., ServiceNow, Remedy, Zendesk).
- Demonstrated customer service and soft skills.
- Familiarity with incident prioritization based on urgency and impact.
- Experience with knowledge management systems.
- Proven troubleshooting skills and problem-solving acumen.
- Understanding of ITIL and ITSM service models.
Work Environment:
- Hybrid schedule requiring 1 2 days onsite per week.
- May involve both independent work and collaborative team efforts.
- Interaction with internal teams and end-users at varying levels of technical proficiency.
Compensation
Compensation for roles at Beacon Systems Inc depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, BeaconGov provides reasonable range of compensation for this role.
EEO Statement
Beacon Systems is dedicated to fostering an inclusive and diverse work environment. We ensure equal employment opportunities for all individuals, regardless of their race, color, religion, gender, national origin, age, disability, or any other legally protected characteristic. Our commitment to being an equal-opportunity employer extends across all aspects of employment, from recruitment and hiring to promotions and benefits. We firmly believe in treating all employees and applicants fairly, based on their qualifications, skills, and performance.