Exact Sciences Corporation

Associate Desktop Support Engineer

Job Locations US-WI-Madison
Req No.
2020-5875
Category
IT
Type
Regular Full-Time

Summary of Major Responsibilities

The Associate Desktop Support Engineer is responsible for assisting with operational break/fix scenarios, as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment.  With guidance from other technical resources, the Associate Desktop Support Engineer adheres to procedures, workflows, and tools to provide exceptional support and customer service. This role’s primary responsibilities will be to provide supplemental support services to Exact Sciences employees, primarily in the Madison locations, but remote support for geographically diverse employees.

Essential Duties and Responsibilities

  • Assist the Desktop Support Team with supporting 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.
  • 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.
  • 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.
  • Ability to apply analytical and critical thinking.
  • Ability to apply excellent interpersonal and communication skills.
  • Ability to work independently with little oversight and direction.
  • 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 overtime as needed.
  • 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

  • High School Diploma or General Education Degree (GED).
  • 3+ months of relevant work experience in a role supporting customers directly with focus on quality of service and problem solving; or an internship in an IT related field.
  • 3+ months experience or exposure to Active Directory, Group Policy, and other Infrastructure supporting technologies.
  • Proficient in Microsoft Office.
  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
  • Authorization to work in the United States without sponsorship.

Preferred Qualifications

  • Bachelor’s Degree in IT, MIS, or related field.
  • IT training, formal coursework, or certifications.
  • ITIL training and certification.
  • Microsoft SCCM and Windows 10 expertise.
  • Professional working knowledge in health care or biotechnology.
  • Professional working knowledge with supporting remote employees.
  • Coursework or professional working knowledge using ServiceNow for IT Service Management.

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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