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Desktop Support Technician III

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Seattle, WA

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Job ID 11930nType Regular Full-TimenCompany Fred Hutchinson Cancer Research CenternLocation US-WA-SeattlenCategory Information TechnologynOverviewnCures 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 Hutch’s 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 nation’s first cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.nSummarynDo you love technology and help customers? Are you seeking a role where you can have immediate impact? Do you thrive on agile environments?nThe Fred Hutch Center IT Service Desk team is looking for a Service Desk 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, pagers, and all related endpoint hardware and software office and laboratory settings on the campus.nAs an IT Service Desk Engineer III, 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 Engineer III reports to the IT Operations Manager.nResponsibilitiesn* Answering incoming calls, emails, and walk-up requests for IT and technical supportn* Providing remote access and desk-side support as necessaryn* Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorizationn* Managing and resolving tickets in the queue within established Service Level Agreements (SLAs)n* Maintaining communications with customers and providing consistent status of assigned ticketsn* Publishing and maintaining documentation in the team knowledge basen* Participating in IT projects and initiatives as necessaryn* Partner with the IT Operations Manager to obtain quotes and place orders for IT equipmentn* Participating in on-call rotation to provide after-hours emergency supportn* Demonstrate excellent customer service with high degree of professionalismn* Ability to learn and retain new information and skillsn* Collaborate effectively with team members to identify and work toward solutionsn* Mentor and coach junior team members in customer service, support, communication and troubleshooting excellence and best practicesn* Manage multiple tasks and competing priorities including time management Answering incoming calls, emails, and walk-up requests for IT and technical supportn* Providing remote access and desk-side support as necessaryn* Recording incidents and request in the ticketing system including capturing request details, assessing impact, and applying priority and categorizationn* Managing and resolving tickets in the queue within established Service Level Agreements (SLAs)n* Maintaining communications with customers and providing consistent status of assigned ticketsn* Publishing and maintaining documentation in the team knowledge basen* Participating in IT projects and initiatives as necessaryn* Partner with the IT Operations Manager to obtain quotes and place orders for IT equipmentn* Participating in on-call rotation to provide after-hours emergency supportn* Demonstrate excellent customer service with high degree of professionalismn* Ability to learn and retain new information and skillsn* Collaborate effectively with team members to identify and work toward solutionsn* Mentor and coach junior team members in customer service, support, communication and troubleshooting excellence and best practicesn* Manage multiple tasks and competing priorities including time managementnQualificationsn* Bachelor or Associate degree preferred; high school diploma or GED with equivalent work experiencen* Minimum 7 years of enterprise IT service desk/desktop support experiencen* Expertise in troubleshooting, diagnosing hardware and software issuesn* Advanced/Expert knowledge of Windows 7, 10, and Max OSX operating systems in an Enterprise domain environment and capable of installing, troubleshooting, and configuring the OSn* In-depth knowledge of Microsoft Office applicationsn* Strong knowledge of Active Directory and security groupsn* Strong knowledge of peripheral and accessory/adapter hardwaren* Strong knowledge of mobile device (iOS, Android) configuration and supportn* Expertise in remote support through RDP or other remote control softwaren* Strong knowledge of JAMF or other Mac management toolsn* Strong knowledge of Linux a plusn* Excellent verbal and written communication skillsn* Demonstrated passion for technologyn* Demonstrated experience and success coaching and mentoring team membersn* Continuous learning with resulting certifications such as Network , Security , Dell, Apple, CCNA, MTA, CompTIA A etc.nWorking Conditions  Physical Requirementsn* 8:00am-5:00pm, Monday-Fridayn* Limited overtime, evening, weekend, and holiday hoursn* Occasional on-call, after-hours rotationn* Ability to lift and transport computers, monitors, and printers up to 30 poundsnOur Commitment to DiversitynWe are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, 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 ********************* or by calling ************.nOptionsn,hiringOrganization:

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