• IT Service Desk Technician III

    Job ID
    14001
    Type
    Regular Full-Time
    Company
    Seattle Cancer Care Alliance
    Location
    US-WA-Seattle
    Category
    Information Technology
  • Overview

    The Seattle Cancer Care Alliance (SCCA), located in Seattle, Washington, is part of a dynamic collaboration among three organizations known nationally and internationally for their patient care and research: Fred Hutchinson Cancer Research Center, University of Washington, and Seattle Children's. Over the past 25 years, these institutions have worked together to support their mission of adult and pediatric oncology patient care services, research and education.


    The IT Service Desk (ITSD) Technician III performs a high level of technical support for incoming calls, email, walk-in, Self-Service and Skype requests for IT related support as well as performing application and hardware installations, support of workstation hardware and software, resolving desktop/laptop and peripheral computing-related problems. They will act as an internal department escalation point for ITSD Technicians I and II. The ITSD Technician III will also mentor and coach Level I and II technicians as well as work independently maintaining their work queue and assisting other team-mates with their work queue as necessary. This role may be required to work after-hours and/or on weekends and will perform other duties as assigned.

    Responsibilities

    • Answer incoming calls/emails for IT related support in a timely manner
    • Manage tickets in queue in accordance to established Service Levels
    • Provide on-site desk-side support as necessary
    • Involvement with image builds and maintenance of client hardware devices
    • Involvement in the testing of client OS and applications as well as client hardware devices
    • Provide updates to customers at regular intervals on Ticket status
    • Provide exceptional customer service at all times
    • Act as an escalation point for ITSD I and ITSD II technicians
    • Mentor/coach ITSD I and ITSD II technicians

    Qualifications

    Required:

    • High School Diploma
    • A+ Certification
    • 3+ years of experience in the Desktop Support/Service Desk field in a Healthcare setting
    • Possess expert knowledge of Windows Operation System (7 and above) and be capable of installing, troubleshooting and configuring OS
    • Possess expert knowledge of MS Office programs including Outlook/Exchange
    • Possess expert knowledge in supporting Citrix and Virtual environments
    • Possess expert knowledge of Windows network shares and permissions
    • Possess skilled knowledge of network topologies and client configuration for network connectivity via VPN, Terminal Services, RDP, DHCP or static network connections
    • Be proficient in providing remote support through RDP or other Remote Control software
    • Have experience with Apple Computers, the Macintosh OS versions and the troubleshooting/configuration thereof
    • Possess expert knowledge of various computing systems and peripheral equipment such as workstations, printers, scanners, hand-held devices and mobile phones
    • Experience working as a project team member or leading an IT related project that utilized a structured project management methodology

     

    Preferred:

    • 5 years of experience in the Desktop Support/Service Desk field in a Healthcare setting
    • College level Information Technology course completion
    • Dell Hardware certification
    • Experience supporting HP printers

    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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