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 Hutchs 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 nations first cancer prevention research program, as well as the clinical coordinating center of the Womens Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.
Do you love technology and help customers? Are you seeking a role where you can have immediate impact? Do you thrive on agile environments?
The Fred Hutch Center IT Service Desk team is looking for a Service Desk Engineer I 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, pagers, and all related endpoint hardware and software office and laboratory settings on the campus.
As an IT Service Desk Engineer I, you will work closely with the 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.
Answering incoming calls, emails, and 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
Participating in IT projects and initiatives as necessary
Working with the IT Operations Supervisor to obtain quotes and place orders for IT equipment
Participating in on-call rotation to provide after-hours emergency support
Provides 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
Manage multiple tasks and priorities
Bachelor or Associate degree; high school diploma or GED is acceptable with equivalent work experience
Minimum 2+ years of Enterprise IT service desk/desktop support experience
Proficiency in troubleshooting, problem solving, diagnosing hardware and software issues
In-depth knowledge of Windows 7, 10, and Max OSX operating systems in an Enterprise domain environment and capable of installing, troubleshooting, and configuring the OS
In-depth knowledge of Microsoft Office applications
Strong knowledge of Microsoft O365 suite
Moderate knowledge of Active Directory and security groups
Strong knowledge of peripheral and accessory/adapter hardware
Strong knowledge of mobile device (iOS, Android) configuration and support
Proficiency in providing remote support through RDP or other remote control software
Excellent verbal and written communication skills
Demonstrated passion for technology
Working knowledge of JAMF
Working knowledge of Linux
Certifications a plus, such as Network +, Security +, Dell, Apple, CCNA, MTA, CompTIA A+ etc.
Working Conditions & Physical Requirements:
Service Desk covers 7:00AM-6:00PM, Monday-Friday, various shift work expected, subject to change
Limited overtime, evening, weekend, and holiday hours
Occasional on-call, after-hours rotation
Ability to lift and transport computers, monitors, and printers up to 30 pounds
Our Commitment to Diversity
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 firstname.lastname@example.org or by calling 206-667-4700.
At Fred Hutchinson Cancer Research Center, teams of world-renowned scientists and humanitarians work together to prevent, diagnose and treat cancer, HIV/AIDS and other diseases. Researchers are discovering new ways to detect cancers earlier, improve treatments, and learn how to prevent cancers from growing. Although Fred Hutchinson opened its doors in 1975, its history began about 20 years before that. In 1962 Fred Hutchinson envisioned a center devoted to studying cancer, a disease that took his brother’s life. Today Fred Hutchinson is contributing to the next waves of breakthrough treatments and prevention strategies. Fred Hutchinson collaborates with the Seattle Cancer Alliance, the National Cancer Institute, and the University of Washington.