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.
Role :Helpdesk operator
Duration : 24 months
Location: Remote
Job Description:
Bachelor's degree in Computer Science, Information Systems, or related field
Key Responsibilities:
Serve as the first point of contact for callers seeking assistance with surveys, instructions, survey accessibility questions, or clarifications about study participation.
Receive inbound calls and monitor a dedicated mailbox; document each interaction in the approved ticketing system (e.g., ServiceNow) including caller metadata, timestamp, inquiry type, resolution, and required follow-up.
Follow agency-approved call scripts and escalation procedures, redirecting tax-specific questions to IRS channels when required.
Provide Tier-1 support for common issues such as survey completion guidance, language needs, missing mail packets, duplicate mailings, or accessibility assistance.
Escalate unresolved, complex, or sensitive issues to supervisors, analysts, or IRS points of contact according to the Help Desk SOP.
Conduct outbound follow-ups when required to clarify missing information or verify issue resolution.
Maintain compliance with federal privacy, security, and data-handling controls, including encryption, PII handling, and no-recording rules.
Participate in daily/weekly quality checks, performance reviews, and training res to maintain service consistency.
Produce weekly and monthly help desk logs summarizing call volumes, inquiry categories, resolution rates, and possible improvements.
Minimum Qualifications:
5+ years of experience providing customer support in a help desk, call center, or service desk environment.
Experience documenting calls in a ticketing system such as ServiceNow, Remedy, Freshdesk, or Salesforce Service Cloud.
Bilingual proficiency (English and Spanish) preferred for IRS CX programs.
Strong verbal and written communication skills; able to explain instructions clearly and professionally to diverse users.
Ability to follow scripts, escalation pathways, and approved communication templates.
Familiarity with survey operations, customer service protocols, and call documentation standards.
Ability to manage high call volumes, multi-task, and maintain composure with distressed or confused callers.
Understanding of PII/PHI handling, confidentiality rules, and federal information-security expectations.
Certifications (Nice to have):
ITIL 4 Foundation Certification.
CompTIA A+ or CompTIA Network+ (desirable).
Section 508 / Accessibility Awareness Training
Agency-specific security awareness certifications (e.g., IRS Publication 4812 compliance).
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, Beacon Gov provides reasonable range of compensation for this role.
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.