KI
Help Desk / Desktop Support Technician
KYYBA, Inc
- 🇺🇸 United States
- On-site
- Staff / Principal
- 9 months ago
- Windows
- MacOS
- ServiceNow
- triage
- Microsoft Intune
- Active Directory
- ITIL
9 months ago
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.
- 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.
Help Desk / Desktop Support Technician · KYYBA, Inc