Desktop Support Engineer - Monday - Friday, 2:00Pm - 11:00Pm Shift

Exact Sciences Madison , WI 53706

Posted 3 months ago

Summary of Major Responsibilities

The Desktop Support Engineer is responsible for responding to operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. Working with other technical resources, the Desktop Support Engineer adheres to procedures, workflows, and tools to provide exceptional support and customer service.

Essential Duties and Responsibilities

  • Provides support to end users for computer, software, system, device, or access needs via phone, email, or in-person support

  • Build and deploy new laptops and desktops

  • Configure desk phones and setup phone agents

  • Track and maintain inventory of end user equipment

  • Support user moves including equipment relocation and setup

  • Provide updates on the progress of project tasks

  • Document and troubleshoot end user incidents in adherence with service level targets for response and resolution

  • Participate in Information Technology and cross functional team projects as a key resource for deploying end user devices, including computers, phones and printers

  • Research and recommend new technologies to support business requirements and enhance the service catalog

  • Participate in Information Technology and cross functional team projects as a key resource for deploying, maintaining, and upgrading end user devices

  • Provide updates on the progress of project tasks

  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork

  • Support and comply with the company's Quality Management System policies and procedures

  • Regular and reliable attendance

  • Ability to work nights and/or weekends

  • Ability to work designated work scheduled

  • Ability to apply analytical and critical thinking

  • Ability to apply excellent interpersonal and communication skills

  • Ability to works independently with little oversight and direction

  • Ability to lift up to 25 pounds for approximately 25% of a typical working day

  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day

  • Ability to comply with any applicable personal protective equipment requirements

  • Ability and means to travel between Madison locations

Qualifications

Minimum Qualifications

  • Bachelor's degree in Information Technology, MIS, or related field; or high school degree/general education diploma and 4+ years of relevant experience in lieu of degree

  • 6+ months of experience in a technical support role

  • Authorization to work in the United States without sponsorship

  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation

Preferred Qualifications

  • ITIL training and certification

  • Microsoft SCCM and Windows 10 expertise

  • 1+ years of experience using ServiceNow for IT Service Management

  • 1+ years of experience supporting remote employees

  • 1+ years of experience in health care or biotechnology

#LI-AS2

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.


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Desktop Support Engineer - Monday - Friday, 2:00Pm - 11:00Pm Shift

Exact Sciences