RESPONSIBILITIES:

• Serve as the first point of contact for staff-members seeking technical assistance over the phone, e-mail, or Zendesk Tickets to 100 locations.
• Perform first level of assistance/troubleshooting via LogMeIn and other remote software.

• Including but not limited to supporting the following hardware:

• POS Systems
• Pin Pads/Credit Card Readers
• Other retail technologies as required
• Desktop/Laptop Computers (Windows 10, 11, and Macs)
• iOS Devices (iPads, iPhones)

• Maintain/Support/Deploy IT hardware and software for staff as needed.
• Handle problem recognition, research, isolation, resolution and follow-up for incidents and requests.
• Responsible for maintaining/updating support services documentation including knowledge entries on desktop issues and application configurations.
• Escalating unresolved issues to the next level of support.
• Responsible for escalations to third-party vendors for additional support or technical dispatch as needed.
• Required to participate in on-call after-hours support rotation.

Minimum Qualifications, Knowledge, and Skills Needed:

• Minimum of 3-5 years of progressive IT Support experience.
• Previous experience in high-volume ticket environment providing technical support.
• Ability to talk about technical issues with non-technical people.
• Ability to quickly learn and adapt to new technologies.
• Required attributes for this position include a strong sense of customer/solution ownership, superior communications skills (written and verbal), ability to easily adapt under different technical circumstances, and ability to perform under stressful situations.
• Team focused with the capacity for knowledge sharing and team leadership.
• Ability to understand user and business needs and translate to technical solutions.
• Previous experience in knowledge base article creation/documentation is highly preferred.
• Experience with Oracle Micros POS Systems and/or retail technology preferred.
• Previous experience with Mobile Device Management software preferred.
• Information Technology certifications (Microsoft, A , Help Desk Institute, Dell, etc.) a plus.
• Formal ITSM qualification (e.g., ITIL foundation) is desirable.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

If you would like to complete our voluntary self-identification form, please or copy and paste the following link into an open window in your browser: ;/p>

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.
Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .
We look forward to working with you.
Beacon Hill. Employing the Future