Job Description

Title:Help Desk / Desktop Support Technician (Tier 1 / Tier 2)
Location:1240 Deming Way Madison WI 53717 (hybrid majority on-site preferred)
Duration: 12 Months (possible extension up to 3 years)
Shift: Mon - Fri 8:00 AM - 5:00 PM

• Accuray is a 1200 employee company headquartered in Madison WI with international locations (all English-speaking). This is a Windows-centric environment with no macOS support required.

• This is a Tier 1 / Tier 2 Help Desk and Desktop Support role focused on end-user computing.
• The resource will handle PC-side support hardware troubleshooting and ticket management.
• The position is hybrid with a strong preference for majority on-site presence to build relationships with internal staff.

• Windows 10/11 troubleshooting and support.
• Hardware troubleshooting and replacement (system boards memory hard drives warranty assessment).
• ServiceNow ticketing system experience (ticket triage assignment documentation).
• PC Depot Functions: Imaging configuration device provisioning.

• Microsoft Intune (MDM) experience; Windows Autopilot for zero-touch deployments.
• VPN/connectivity troubleshooting; Active Directory user account and password management.
• Remote support tools; ITIL familiarity.

• Strong communication and interpersonal skills.
• Customer service orientation with a positive approachable demeanor.
• Ability to work independently in a hybrid environment.
• Professional presence suitable for corporate environment.

• Provide Windows 11 end-user support and troubleshooting.
• Diagnose and replace hardware components (system boards memory hard drives).
• Perform morning ticket triagereview overnight tickets in ServiceNow and assign appropriately.
• Document and resolve tickets in ServiceNow.
• Handle PC provisioning and depot coordination.
• Respond to basic end-user how-to inquiries.

• Hybridprefers the resource be on-site the majority of the time.
• Initial discussion mentioned flexibility (e.g. 2 days on-site / 3 remote one week then 3 on-site / 2 remote the next).
• However more on-site presence is valued for building relationships with internal staff and gathering operational intelligence.
• Client will provide a business laptop.

Required Experience:

IC

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