IT Service Desk Engineer II

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

 

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

 

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.

 

The IT Service Desk (ITSD) Technician II performs technical support for incoming calls and email 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. This position may require on-call rotation as well as project work afterhours or on weekends. The technician will also perform other duties as assigned.

• Manage tickets in queue in accordance to established Service Levels
• Answer incoming calls/emails for IT related support in a timely manner
• Perform on-site Deskside support as necessary
• Provide exceptional customer service at all times
• Resolve the technical issue(s) presented in support tickets and provide clear, concise documentation on the resolution for each request
• Work with Tech I staff for issues requiring additional experience for mentoring/coaching
• Escalate issues to Tech III or Tier II as necessary including troubleshooting efforts taken
• Provide updates to customers at regular intervals on ticket status

Required:

• High School Diploma
• 2 years relevant experience
• Experience with support of Windows 7/10 Operating System including: Install, troubleshooting and configuration
• Experience with support of Microsoft Office 365 programs including Microsoft Outlook
• Experience of supporting Citrix and Virtual environments
• Experience of network shares and permissions
• Experience of network topology and client configuration for connectivity via VPN, Terminal Services, RDP, DHCP or Static network connection
• Have excellent written and oral communication skills
• Regular and punctual attendance required

Preferred:

• College Level Information Technology course(s)
• A+ Certification
• Technical or College course completion in Information Technology

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.

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The hourly pay range for this position is from $28.89 to $41.14 and pay offered will be based on experience and qualifications.  

 

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).  

 

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, 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 hrops@fredhutch.org or by calling 206-667-4700.