IT Service Desk Engineer III

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.

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Do you love technology and helping customers? Are you seeking a role where you can have immediate impact? Do you thrive in agile environments?

The Fred Hutch Service Desk team is looking for a Service Desk Engineer III to make a big impact on our customers. We are seeking a candidate who is customer service centric, with excellent communication skills who has the willingness to go the distance to support our customers. The qualified candidate is passionate about installation, troubleshooting, administration, and support of desktop and laptop computers, peripherals, printers, mobile devices, phones, pagers, and all related endpoint hardware and software for office and laboratory settings on campus.

 

As an IT Service Desk Engineer III, you will work closely with the Fred 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.

 

This role is hybrid with 4 days a week on-site. 

• Answering incoming 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 consistent status of assigned tickets
• Publishing and maintaining documentation in the team knowledge base
• Exercise good judgement when faced with challenging situations
• Understand and adhere to escalation paths
• Participating in IT projects and initiatives as necessary
• Partner 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
• Demonstrate excellent customer service with high degree of professionalism
• Ability to learn and retain new information and skills
• Collaborate effectively with team members to identify and work toward solutions
• Mentor and coach junior team members in customer service, support, communication and troubleshooting excellence and best practices
• Manage multiple tasks and competing priorities including time management

Working Conditions

• 8:00am-5:00pm, or 7:00am-4:00pm, Monday-Friday
• Limited overtime, evening, weekend, and holiday hours
• Occasional on-call, after-hours rotation

• Bachelor or Associate degree; high school diploma or GED with equivalent work experience
• Minimum 7+ years of enterprise IT service desk/desktop support experience
• Expertise in troubleshooting, diagnosing hardware and software issues
• Advanced/Expert knowledge and experience with support of Windows and Mac OSX operating systems in an Enterprise domain environment including: Install, troubleshooting, and configuration
• In-depth knowledge of Microsoft Office 365 Applications including Microsoft Outlook
• Knowledge of network shares and permissions
• Knowledge of network topology and client configuration for connectivity via VPN, Terminal Services, RDP, DHCP or static network connection
• Expert of Active Directory and security groups
• Advanced knowledge of network concepts, technologies, and protocols
• Experience supporting and installing phones
• Some experience with server build, deployment, and support
• Strong knowledge of peripheral and accessory/adapter hardware
• Strong knowledge of mobile device (iOS, Android) configuration and support
• Proficiency in remote support through RDP
• Strong knowledge of JAMF or other Mac management tools
• Knowledge of Linux
• Excellent verbal and written communication skills
• Demonstrated passion for technology
• Demonstrated experience and success coaching and mentoring team members
• Continuous learning with resulting certifications such as Network +, Security +, Dell, Apple, Microsoft, CCNA, MTA, CompTIA A+, JAMF etc.
• Ability to lift and transport computers, monitors, and printers up to 30 pounds

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 $35.07 to $52.60 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 Human Resources at hrops@fredhutch.org or by calling 206-667-4700.