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Desktop Support Technician III

Location
Seattle, WA

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Job ID 11930
Type Regular Full-Time
Company Fred Hutchinson Cancer Research Center
Location US-WA-Seattle
Category Information Technology

Overview

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.

Summary
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 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.

As 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.

Responsibilities

* 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
* Partner with the IT Operations Manager to obtain quotes and place orders for IT equipment
* Participating in on-call rotation to provide after-hours emergency support
* Demonstrate 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
* Mentor and coach junior team members in customer service, support, communication and troubleshooting excellence and best practices
* Manage multiple tasks and competing priorities including time management 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
* Partner with the IT Operations Manager to obtain quotes and place orders for IT equipment
* Participating in on-call rotation to provide after-hours emergency support
* Demonstrate 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
* Mentor and coach junior team members in customer service, support, communication and troubleshooting excellence and best practices
* Manage multiple tasks and competing priorities including time management

Qualifications

* Bachelor or Associate degree preferred; high school diploma or GED with equivalent work experience
* Minimum 7 years of enterprise IT service desk/desktop support experience
* Expertise in troubleshooting, diagnosing hardware and software issues
* 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 OS
* In-depth knowledge of Microsoft Office applications
* Strong 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
* Expertise in remote support through RDP or other remote control software
* Strong knowledge of JAMF or other Mac management tools
* Strong knowledge of Linux a plus
* Excellent verbal and written communication skills
* Demonstrated passion for technology
* Demonstrated experience and success coaching and mentoring team members
* Continuous learning with resulting certifications such as Network , Security , Dell, Apple, CCNA, MTA, CompTIA A etc.
Working Conditions & Physical Requirements
* 8:00am-5:00pm, Monday-Friday
* 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 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 ************.

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Job Type

Permanent





Job Reference

d83db6bda47640d



Job ID

20355846













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