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Job Details

Helpdesk Technician I

Company name
Benaroya Research Institute

Location
Seattle, WA

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Profile

Responsibilities
Under direct supervision, responds to and diagnoses problems through discussion with users. Includes problem recognition, research, isolation and resolution steps. Typically resolves basic problems while referring more complex problems to intermediate and/or senior level. May involve use of problem management database and helpdesk systems.
Provides technology support for users primarily in the areas of scientific and web-based applications, as well as back-office applications, desktop workstations, laptops and printers. Specializes in a limited set of supported technologies, which may include Linux, Microsoft Servers or storage management, but generally not all of these for a single individual. The Helpdesk Support Technician II will use a trouble ticketing system to retrieve work from a queue as well as to document procedures used to resolve customer issues. 
The position is expected to escalate complex issues to an IT Support Engineer, or supervisor as required. The incumbent will serve in an on-call rotation, but may escalate issues to senior staff. This role will be expected to perform routine meeting setup and takedown. This position may choose to be part of an on-call support rotation, and may escalate any issues to senior staff.
This position is typically staffed by beginners who have had sufficient educational background and/or experience.
Requirements
Associate\u2019s Degree in a relevant course of study plus one year of experience or three years of equivalent experience providing technical support in a complex computing environment.
 
A basic knowledge of current Microsoft Windows workstation configurations as well as a general understanding of troubleshooting technical issues at the physical, network and application layers will be required.
 
Basic understanding of networking technologies in Microsoft platforms and familiarity with CIFS/SMB and Microsoft DFS.
 
Requires familiarity with Microsoft Office, including Outlook.Valuable, but not required skills include:

Understanding of Mac operations in a Windows Domain environment
Familiarity with Linux System Administration
Linux file permissions
Integrating Linux in a Windows environment
Familiarity with Apache/Tomcat, bash shell, familiarity with NFS
Familiarity with a commonly available Linux editor such as VI

Company info

Benaroya Research Institute
Website : http://www.benaroyaresearch.org/

Company Profile
Benaroya Research Institute at Virginia Mason (BRI) works to unlock the mysteries of the immune system. Its team of world-renowned scientists is focused on identifying causes and cures for devastating diseases including diabetes, arthritis, heart disease and cancer. BRI is an international leader in immune system and autoimmune disease research with a focus on translating laboratory discoveries to real life applications.

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