• Helpdesk Support Analyst I

    Job ID
    14393
    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.


    Under direct supervision, the Helpdesk Analyst I delivers tier 1 technical support for computers (MAC & PC), telephones, network, mobile devices and printers for Fred Hutch employees and affiliates. The Analyst I typically responds to and diagnoses problems through discussion with end users and resolves basic problems while referring more complex problems to intermediate and/or senior level staff.

    Responsibilities

    • Provides routine support for end users with IT related issues
    • Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional, courteous manner
    • Follows standard help desk operating procedures to accurately log all requests using established request tracking software
    • Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues.
    • Maintains a high degree of professionalism while delivering outstanding Customer Service
    • Notifies IT management of all critical requests and issues
    • Learns fundamental operations of commonly used software, hardware, and other equipment
    • Provides solutions, advice and/or recommendations in a quick and timely manner
    • Provides knowledge transfer of important information to Helpdesk Analysts and Supervisor

    Qualifications

    • Associate’s degree or equivalent combination of education and experience required
    • Minimum of 2 years of experience providing end-user technical support
    • Ability to effectively troubleshoot issues for Microsoft Windows 7 and Office 2010 on a tier 1 level
    • Ability to effectively troubleshoot local and network printers on a tier 1 level
    • Strong understanding of LAN/WAN networking, Active Directory, VPN access and mobile devices
    • MAC OS X understanding is desired
    • Excellent written and verbal communication skills
    • Ability to multitask and prioritize work efforts and present ideas in user-friendly language
    • Stress tolerance, keen attention to detail and effective interpersonal skills

    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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