• IT Service Desk Engineer I

    Job ID
    11550
    Type
    Regular Full-Time
    Company
    Fred Hutchinson Cancer Research Center
    Location
    US-WA-Seattle
    Category
    Information Technology
  • Overview

    Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutch’s pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nation’s first cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here

     

    The Center IT Service Desk team at Fred Hutch 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 office and laboratory settings on the campus.

     

    As an IT Service Desk Engineer, you will work closely with the Hutch community to deliver high quality customer service and technical support. The ideal candidate for this position is customer-focused and technically-strong. They will resolve a wide variety of computing-related problems and provide end users with complete client-side solutions. The IT Service Desk Engineer reports to the IT Operations Manager.

    Responsibilities

    The IT Service Desk Engineer provides endpoint support and maintenance within the desktop computing environment in the organization. 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:

    • Answering incoming calls, emails, and walk-up requests for IT and technical support
    • Providing remote access and desk-side support as necessary
    • Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
    • Managing and resolving tickets in the queue within established Service Level Agreements (SLAs)
    • Maintaining communications with customers and providing status of assigned tickets
    • Publishing and maintaining documentation in the team knowledge base
    • Working with external vendor partners for warranty support claims
    • Initiating ticket escalations to other IT teams as necessary
    • Participating in IT projects and initiatives as necessary
    • Working with the IT Operations Manager to obtain quotes and place orders for IT equipment
    • Participating 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 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 a set schedule
    • Tact, discretion, and good judgement required for dealing with confidential information

    Minimum Requirements

    • Bachelor or Associate degree; high school diploma or GED is 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 applications
    • 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 certifications (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 Ubuntu Linux a plus

    Working Conditions & Physical Requirements

    • 8:00am-5:00pm, Monday-Friday
    • Limited overtime, evening, weekend, and holiday hours
    • Occasional on-call, after-hours rotation
    • Ability to lift and transport computers, monitors, and printers up to 30 pounds

     

    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.

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