IT Service Desk Engineer I

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.

At Fred Hutch, we believe that the innovation, collaboration, and rigor that result from diversity and inclusion are critical to our mission of eliminating cancer and related diseases. We seek employeeswho bringdifferent and innovativeways of seeing the world and solving problems.Fred Hutch is in pursuit of becoming an antiracist organization.Weare committed to ensuring that all candidates hired share our commitment to diversity,antiracism, and inclusion.

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

Reporting
The Service Desk Engineer I reports to the IT Operations Supervisor.

Working Conditions & Physical Requirements

Service Desk covers 6:30AM-6:30PM, 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

• 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 requests 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
• Providing excellent customer service with high degree of professionalism
• Ability to learn and retain new information and skills
• Collaborating effectively with team members to identify and work toward solutions
• Managing multiple tasks and priorities

Minimum Qualifications:

• Bachelor or Associate degree; or 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 Mac 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 MS365 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
• Certifications a plus, such as Network +, Security +, Dell, Apple, CCNA, MTA, CompTIA A+ etc.

Preferred Qualifications:

• Working knowledge of JAMF a plus
• Working knowledge of Linux a plus

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

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.