Help Desk​/Desktop Support Technician

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

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.

• 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).
• Service Now 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 triage—review overnight tickets in Service Now and assign appropriately.
• Document and resolve tickets in Service Now.
• Handle PC provisioning and depot coordination.
• Respond to basic end-user "how-to" inquiries.

• 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.