• Lead Desktop Support Engineer

    Job Locations US-WI-Madison
    Req No.
    2019-3723
    Category
    IT
    Type
    Regular Full-Time
  • Summary of Major Responsibilities

    The Lead Desktop Support Engineer is responsible for providing technical expertise and leadership for the Desktop Support team.  Working with other technical resources, the Lead Desktop Support Engineer establishes and refines procedures, workflows, and tools to provide exceptional support and customer service, while giving mentorship to those who provide IT support for Exact Sciences employees.  This position will also serve as the IT resource for project related initiatives, as well as construction fulfilment tasks in coordination with IT Project Managers and other IT resources.

    Essential Duties and Responsibilities

    • Manage the day-to-day support operations for the desktop team to ensure timely response and proper completion of incidents and task
    • Coach desktop support technicians through new and routine tasks
    • Track and manage inventory of end user equipment including capacity planning to ensure inventory will meet short timeline requests for a rapidly scaling organization
    • Manage asset replacement and recycling program
    • Recommend new end user technologies and solutions to replace or enhance the security, reliability and user experience
    • Standardize and update workstation images and application deployment
    • Oversee the desktop support assigned incidents and tasks, identifying areas for improvement including standardizing and documenting procedures
    • Review new hire and separation requests for accuracy and thorough task fulfillment
    • Develop and maintain workstation standards, processes, and documentation
    • Participate in Information Technology projects as requested to provide guidance on desktop and end user experience
    • Stay informed of technology industry trends and solutions with ability to analyze for possible application at Exact Sciences
    • Strong analytical and critical thinking skills
    • Excellent interpersonal and communication skills
    • Works independently with little oversight and direction
    • Ability to travel between campus locations approximately up to 25% of working time, and manage work in areas currently under construction
    • Regular and reliable attendance
    • Support and comply with the company’s Quality Management System policies and procedures
    • Ability to work nights and/or weekends
    • Ability to work normal schedule of Monday through Friday between the hours of 7am – 7pm, as needed to cover for business need and support a team of desktop engineers
    • Ability to lift up to 25 pounds for approximately 25% of a typical working day
    • Ability to work seated for approximately 50% of a typical working day. Ability to work standing for approximately 50% of a typical working day
    • Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day
    • Ability to comply with any applicable personal protective equipment requirements
    • Ability to travel approximately 5% of working time

    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
    • 4+ years of IT support experience
    • 1+ years of experience in a Senior or Lead role directly or indirectly leading others
    • 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+ year experience using ServiceNow for IT Service Management
    • 1+ year experience in health care or biotechnology
    • 1+ year experience in a project fulfillment role

    #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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