Fred Hutchinson Cancer Center is an independent, nonprofit, unified adult cancer care and research center that is clinically integrated with UW Medicine, a world leader in clinical care, research and learning. The first National Cancer Institute-designated cancer center in the Pacific Northwest, Fred Hutch's global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy, and COVID-19 vaccines has confirmed our reputation as one of the world's leading cancer, infectious disease and biomedical research centers. Based in Seattle, 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 for the world's deadliest diseases and make life beyond cancer a reality.
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 employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an antiracist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, antiracism, and inclusion.
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 IT Service Desk team is looking for a Service Desk Technician 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 for office and laboratory settings on campus.
As an IT Service Desk Technician 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.
The Service Desk Technician I reports to the IT Operations Manager.
Answer incoming calls, emails, and walk-up requests for IT and technical support
Provide remote access support as necessary
Record incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorization
Manage and resolve tickets in the queue within established Service Level Agreements (SLAs)
Maintain communications with customers and providing consistent status of assigned tickets
Publish and maintain documentation in the team knowledge base
Participate in IT projects and initiatives as necessary
Provide 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
Have excellent written and verbal communication skills
Regular and punctual attendance
High school diploma or equivalent
Proficiency in troubleshooting, problem solving, diagnosing hardware and software issues
Knowledge for supporting Windows and Mac OSX Operating Systems including: Install, troubleshooting and configuration
Knowledge for supporting 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
Knowledge of Active Directory and security groups
Expert knowledge of peripheral and accessory/adapter hardware
Expert knowledge of mobile device (iOS, Android) configuration and support
Proficiency in providing remote support
Working knowledge of JAMF or Mac Management Tools a plus
Working knowledge of Linux a plus
Effective verbal and written communication skills
Demonstrated passion for technology
Certifications such as Network +, Security +, Dell, Apple, CCNA, MTA, CompTIA A+ etc. are preferred
Working Conditions & Physical Requirements
Service Desk covers 8AM-5PM, Monday-Friday, various shift work expected, subject to change
Limited overtime, evening, weekend, and holiday hours
Ability to lift and transport computers, monitors, and printers up to 30 pounds
Fred Hutch has a mandatory COVID-19 vaccine requirement, with exceptions only for approved medical or religious accommodations.As a condition of employment, newly hired employees must provide proof of vaccination or initiate the accommodations process before their first day of employment.
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.
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.