Help Desk Technician

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 Solutions. 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.

We are looking for a Helpdesk Technician - Jackson, MS

If you are interested in applying for this requirement, please do respond with your updated resume.

• Serve as the primary point of contact for end users experiencing application and system-related issues.
• Analyze, diagnose, and resolve software-related problems and user inquiries.
• Perform manual data manipulation and data correction activities when required.
• Manage and track incidents through JIRA, email requests, and data logs.
• Receive, document, prioritize, and monitor support requests from phone, email, and chat channels.
• Escalate complex or recurring issues to management and technical teams for resolution.
• Collaborate with MDHS program areas and technical staff to identify business and technology needs.
• Document incident details, root causes, and resolutions to support future system enhancements.
• Communicate effectively with users and stakeholders while providing clear guidance and policy-based resolutions.

• Minimum 5 years of experience working with automated eligibility systems supporting SNAP, TANF, or Employment & Training (E&T) programs.
• Experience serving as a primary support contact for users and business stakeholders.
• Strong troubleshooting and analytical skills for diagnosing application and system issues.
• Experience managing and tracking incidents through ticketing systems.
• Advanced proficiency with Microsoft Windows environments.
• Experience using Windows-based PC hardware and business applications.
• Strong verbal and written communication skills.
• Ability to document incidents, identify root causes, and recommend process improvements.

• Experience working with JIRA or similar change/ticket management systems.
• Certified Professional Business Analyst (CBPA) or equivalent certification.
• Experience with SQL Server.
• Experience with ADABAS databases.
• Experience supporting Mainframe and Linux environments.
• Experience with Data Quality and data validation processes.
• Prior experience working within government or human services environments.