IT Service Desk Engineer III - Proton Center

 

Fred Hutch's Proton IT team is looking for a Service Desk Engineer III to provide advanced technical support for our clinical and administrative teams. We are seeking a customer-service-oriented candidate with excellent communication skills who is willing to go the extra mile to support our customers. The qualified candidate is passionate about troubleshooting, administration, and support of desktops, laptops, peripherals, printers, mobile devices, virtual infrastructure, and all related endpoint hardware and software for office and clinical settings on site.

 

As an IT Service Desk Engineer III at the Proton Center, you will work closely with the other Fred Hutch IT teams to deliver high quality customer service and technical support. The ideal candidate for this position is customer-focused, analytical and technically strong. They will be joining a small team that covers a wide variety of computing-related problems and provide end users with end-to-end resolution of client-side technical issues.

 

This job is on-site at the Proton Therapy Center (1570 N 115th St) and will require occasional weekends.

• Provide advanced troubleshooting and resolution for hardware, software, authentication, connectivity, peripheral, and application issues
• Answer incoming calls and walk-up requests for technical support
• Record incidents and requests in the ticketing system, including capturing request details, assessing impact/priority, and documenting resolution
• Independently manage and resolve tickets in the queue within established service expectations
• Manage user account access via Active Directory and Duo, including onboarding/offboarding and departmental technology changes
• Prioritize incidents according to operational and patient-care impact and communicate clearly with users and technical teams throughout resolution
• Perform initial troubleshooting of infrastructure, network, security, and application issues and coordinate escalation to appropriate technical teams when necessary
• Publish and maintain documentation in the team knowledge base
• Exercise good judgment when faced with challenging situations
• Understand and adhere to escalation paths
• Participate in IT projects and initiatives
• Demonstrate excellent customer service with a high degree of professionalism
• Ability to learn and retain new information and skills
• Collaborate effectively with team members to identify and work toward solutions
• Manage multiple tasks and competing priorities, including time management
• Some weekend work required

Required:

• High School diploma or equivalency and Minimum 3 years of Desktop Support/Service Desk support experience
• Expertise in troubleshooting and diagnosing hardware and software issues
• Advanced/Expert knowledge and experience with support of Windows operating systems in an enterprise domain environment, including installation, troubleshooting, and configuration
• Ability to independently troubleshoot complex technical issues, identify likely root causes, and determine appropriate escalation paths
• In-depth knowledge of Microsoft Office 365 applications
• Expert knowledge of Active Directory and security groups
• Working knowledge of enterprise networking concepts and protocols, including TCP/IP, DNS, DHCP, VPN, and wired/wireless connectivity
• Experience with server build, deployment, and support
• Experience supporting Citrix, VMware Horizon, or other virtual desktop environments
• Experience supporting healthcare, clinical, or other highly regulated environments
• Strong knowledge of peripheral and accessory/adapter hardware
• Strong customer-service orientation and professionalism
• Excellent verbal and written communication skills
• Adaptability in a changing IT environment
• Demonstrated ability to learn and apply new technologies and technical concepts

Preferred:

• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, or equivalent are preferred

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We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. 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 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.