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Helpdesk Support Analyst I

Helpdesk Support Analyst I

Job ID 
10496
Type 
Regular Full-Time
Company 
Fred Hutchinson Cancer Research Center
Location 
US-WA-Seattle
Category 
Information Technology

More information about this job

Overview

The Fred Hutch Center IT Service Desk is responsible for the requisition, installation, administration, and support of desktop and laptop computers, peripherals, printers, mobile devices, pagers, and all related endpoint hardware and software on the Fred Hutch network in office and laboratory settings.

The IT Service Desk is looking for a customer-focused, tech strong individual to join our team. As an IT Service Desk Engineer, you will work closely with the Fred Hutch community to deliver high quality customer service and technical support. This position provides users with complete client-side solutions and resolving computing-related problems.

Responsibilities

The IT Service Desk Engineer provides endpoint support and maintenance within the organization’s desktop computing environment. This includes, but is not limited to, installing, diagnosing, repairing, maintaining, and upgrading computer hardware and software to ensure optimal workstation performance. Additional responsibilities include but not limited to:

  • Answer incoming calls, emails, and walk-up requests for IT and technical support
  • Provide remote access and desk-side support as necessary
  • Record incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
  • Manage and resolve tickets in queue in accordance with established Service Level Agreements (SLAs)
  • Maintain communications with customer and provide status of assigned tickets
  • Publish and maintain documentation for team knowledge base
  • Work with external vendors for warranty support claims
  • Initiate ticket escalations to other IT teams as necessary
  • Participate in IT projects and initiatives as necessary
  • Work with the IT Operations Manager to obtain quotes and place orders for IT equipment
  • Participate in on-call rotation to provide after-hours emergency support

Qualifications

  • Outstanding customer service and interpersonal skills required
  • Excellent verbal and written communication skills
  • Ability to communicate professionally with all levels of Fred Hutch personnel
  • Demonstrated passion for technology
  • Desire and aptitude to learn and retain new information and skills
  • Excellent attention to detail and follow through
  • Excellent troubleshooting and problem solving skills
  • Excellent time management and ability to manage multiple tasks and priorities
  • Comfortable in fast-paced, changing IT environment
  • Collaborate effectively with team members to identify and work toward solutions
  • Ability to work both independently and within a team environment
  • Dependable and able to work set schedule
  • Tact, discretion, and good judgement required for dealing with confidential information

Minimum Requirements

  • Bachelor’s or Associate’s degree; high school diploma or GED acceptable with equivalent work experience
  • Minimum 2+ years of enterprise IT Service Desk/Desktop Support experience
  • Proficiency in troubleshooting hardware and software
  • In-depth knowledge of Windows 7, 10, and Max OSX operating systems in an Enterprise domain environment, and capable of installing, troubleshooting, and configuring the OS
  • In-depth knowledge of Microsoft Office programs
  • Strong knowledge of Active Directory
  • Familiarity with network shares, Active Directory security groups, and permissions
  • Strong knowledge of peripheral and accessory/adapter hardware
  • Strong knowledge of mobile device (iOS, Android) configuration and support
  • Proficiency in providing remote support through RDP or other remote control software
  • CompTIA A+ Certification
  • Additional Certification (Network +, Security +, Dell, Apple, CCNA, MTA, etc.) are plusses
  • 1+ years’ experience supporting audio/visual equipment
  • 1+ years’ experience with HP enterprise printers
  • Prior experience with IT support ticketing systems
  • Experience working as part of a project team a plus
  • Working knowledge of JAMF a plus
  • Working knowledge of Linux a plus

Our Commitment to Diversity

We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at escmail@fredhutch.org or by calling 206-667-4700.