Help Desk / Desktop Support Technician

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 Client Overview: Accuray is a ~1,200 employee company headquartered in Madison, WI with international locations (all English-speaking). This is a Windows-centric environment with no macOS support required. Role Summary: 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. Technical Requirements: Required: 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. Preferred: 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. Soft Skills: 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. Day-to-Day Responsibilities: Provide Windows 11 end-user support and troubleshooting. Diagnose and replace hardware components (system boards, memory, hard drives). Perform morning ticket triage—review 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. Work Arrangement: Hybrid—prefers 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. Kyyba